Article | 2 min read

How to get the right info from your customers and solve tickets faster

Last updated June 26, 2013

There are so many ways to effectively manage your company’s influx of tickets. You may be getting tickets about everything from product questions to order status to complaints—or even the occasional compliment. The information you need to resolve an issue and the processes you follow probably vary based on which product or service the customer is using or which team within your company can help.

When you can gather the right information up front and route tickets directly to the right team, everybody wins: Your service team works with greater efficiency, and your customers get answers and resolution quickly. That’s why we’re excited to release a new feature today that makes this much easier: ticket forms. With this new feature, you can create multiple support request forms that display unique sets of ticket fields, making life easier for everyone involved.

  • For customers: Present your customers with relevant questions related to their support request. Get the right information from the customer every time.
  • For agents: Show your support team only the fields relevant to the ticket submitted by a customer, and provide agent-only access to forms that you may not want customers to see.
  • For managers: Create unique workflows for different types of tickets—maybe certain tickets need to go to a specific team or follow a special SLA. Track it all with reports.

There are many ways to approach your ticket forms—by product, team, or process just to name a few. We know our customers will wow us with all the creative ways to use this new Zendesk feature.

ModCloth is one of our customers already using ticket forms. They’ve set up forms for special order requests and fulfillment issues. Their initial four ticket forms are called exceptions request, lost package, fraud report, and internal orders. Each ticket form surfaces only fields that are relevant, like a field for shipment confirmation number in the lost package form or a field for type of incident for the fraud report form.

To help you get started, we’ve put together some ticket forms “recipes” with recommended ingredients and best practices. We’ll be adding more recipes over time, but we also want to hear from you and learn about how you make ticket forms uniquely yours. Share your tips and tricks in our community as you try out the new feature to win some Zendesk swag!

Ticket forms are an exclusive feature for customers on our Enterprise Plan and will be available only on the new Zendesk.

Get started on ticket forms