How to improve Form selection when creating a new ticket

Andrew Paterson

September 30, 2021 10:53

As the number of teams using our Zendesk instance grows the number of Forms we have also inevitably increases.

Selecting the correct form when agents create a new ticket is really painful, there is no ability to:

start typing to filter down the options
nest the forms to make them easier for an agent to find
hide certain forms from specific groups

Any of the above would be a huge improvement in the usability of the system, could you let me know if any are or have been considered or if there is any other improvement planned in this area?

Thanks

2 Comments

Angelique Paulus
- October 04, 2021 14:47
In addition to this request I think it would be really nice if there would be an option (maybe something that every Zendesk customer can activate if they want to use it) that before creating a ticket manually that the agent should first select the form. Maybe via a popup screen with the mentioned options by@....

Right now that Form field is hidden somewhere on the left hand side of the screen and people will overlook it. Consequence the default form is chosen automatically.

当默认形式是不正确的形式that specific ticket, it means that from the start of the ticket not the correct fields are shown, which makes it quite useless to make fields mandatory upon entry and we will have to get back to the person that created the ticket to get the extra information.

Note: we make a lot of use of light agents and have different forms based on different products we support. Those light agents are not as aware of the form field as the full support agents.

1
Kristina Johnston
- June 20, 2022 21:16
We also have specialized agents and would prefer that a default form could be set when the agent creates a new ticket based on thier group.

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