Every service desk requires a specific set of data from the users for the agents to start working on the tickets. For example, you might need a few special fields to better categorize a ticket. Custom ticket help you in such scenarios to get the right data from your users when they raise a ticket.

Customizing your ticket forms enables you to include the right ticket fields for your organization and gather information that can be useful when you go ahead with IT operations. Once you do, you can let your customers and agents fill in the information you need in the format you want.

A quick guide to customizing the New Ticket form:

  • Navigate to Admin > Service Management > Service Desk Settings > Field Manager 
    If your account has more than one workspace: 

    To modify global workflows, navigate to Admin > Global Settings >  Service Management > Service Desk Settings > Field Manager

    To modify workspace-level workflows, navigate to Admin > Workspace Settings > {Workspace Name} >  Service Management > Service Desk Settings > Field Manager

  • Select the type of field that you want to change

  • Click on any field to open the field editor

  • Customize the name of the field for both agents and requestors

  • Mandatory fields- You can choose to make a field mandatory when agents create or resolve a ticket by selecting Required when submitting the form

  • You can choose whether the field is visible to customers when they log a new ticket from your portal, whether they can edit it, and if it is a required field when they submit the ticket

  • You can also add your own custom fields by dragging a field type and dropping them on the ticket form

  • Drag and move fields within the form to organize them in the New Ticket form

  • Click Save to save this new form

  • Under the Status Property, Status Choices like customized display messages for the requesters can be edited. The SLA timer toggle can be used to set if the SLA timers should run for the particular ticket status. Use the Add Item button to include more statuses. Click here to know more about Ticket Statuses and SLA timers

  • Under the Source property, you can now create or hide new sources and display these different sources to the agent while raising a ticket/ request

Note: This will not be displayed to requesters.

  • Under the Category property, the categories, sub-categories and the items associated with a ticket can be defined

When you are done, try clicking on the New Ticket button to check how your ticket form has come up. Remember that you will be seeing your ticket form when they submit a ticket through your portal.