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Customize new ticket form for agents and contacts

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The New Ticket Layout settings let you control which fields appear when agents create a ticket and when contacts submit one through the Support Center, and which of those fields must be filled in before the form can be submitted.
 

Available on all plans.

Before you start

Configure field visibility and mandatory settings

  1. Go to Manage > New Ticket Layout.
  2. If your account has multiple brands, select a brand from the Brand Name dropdown at the top of the page. Each brand has its own layout.
  3. For each field, use the toggles in the Display for Agent and Display for Contact columns to control whether the field appears on each form.
  4. To make a visible field required before submission, turn on its toggle in the Mandatory for Agent or Mandatory for Contact column. Mandatory toggles are only available when the corresponding Display toggle is on.

​ ​ Note ​ Changes take effect immediately. There is no Save button on this page.

 

Subject, Category, and Message are always shown and always required on both forms. They do not appear in the table below because they cannot be changed. All other configurable fields and their defaults are listed below.

Field Agent: display Agent: mandatory Contact: display Contact: mandatory
Email On On On On
Phone On Off On Off
Priority On Off Off Off
Due Date Off Off Off Off
Assignee On Off Off Off
Status On Off Off Off
CC On Off On Off
BCC On Off On Off
Attach File On Off On Off
Contact Group Off Off Off Off
Asset Off Off Off Off
Custom fields Each custom field you create appears here and can be toggled independently. To add or manage custom fields, see Manage Ticket Custom Fields.

Additional settings

Show category prefix in ticket creation forms adds the category's short code before the ticket subject when the ticket is created. Turn this on if your team uses category prefixes to identify ticket types quickly in lists and email notifications.
 

Prefill country code in phone field for Agent new ticket form automatically populates the country dial code in the phone field when agents create a ticket, based on your account's default region.

Continue reading

Customizing Your New Ticket Creation Form › Understanding the Ticket Creation Form for Agents › Manage Ticket Custom Fields ›

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