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Department Forms

in Departments
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Published: Sep 21, 2021|Last updated: Oct 17, 2021

With each department you have the option to create agent and user forms.

A form is a collection of fields which you can use to ensure correct information is captured as part of the ticket.

The agent form will be displayed as part of the ticket in the agent UI and the user form will be available in the Help Center for users to submit tickets through.

To edit these forms go to Ticket Structure > Departments > 'Department Name' > Forms

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There is an option to use a default form across all departments or you can use a custom form per department.

Warning

Changes made to the default form will affect all departments using it. Be sure to check its usage before editing.


You'll notice there's also a slider to switch between the user and agent form in the editor:

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Adding ticket fields to forms

To add a ticket field to a form simply click the +Field button and select from the available list of fields:

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For more information on creating and managing fields read our fields guide.

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Pages in Department Forms

Conditional Fields and Ticket Form Layout
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Published: Sep 21, 2021
Last updated: Oct 4, 2022
Embedding Department Forms
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Published: Sep 21, 2021
Last updated: Oct 19, 2021
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