The ticket form helps you take support queries and collect feedback from your customers. It is shown by default in your support portal and can be added as a widget to your website, your support portal and even your web application. 

Both agents and customers can use the ticket form to create a ticket. Your customers can access the ticket form from your customer portal (<yourcompanyname>.freshdesk.com/support/home).

Sometimes, support agents might want to create a ticket for their customers, especially after receiving an inbound call. They can do so using the ticket form by clicking on the "New" button in the agent portal. 

The ticket form helps you collect all the facts you need at the very first step, eliminating the need for you to go back and forth to the customer with more questions. With this in mind, you can customize your ticket form to fit your business type or your internal support process. 

For example, you might need the customer’s order ID to speed things up a bit, or need special fields to better categorize the ticket. You can include the right ticket fields in your form, and let your customers and agents fill in the information you need in the format you want.


Quick guide to Customizing the New Ticket Form:

  • Log in to your Freshdesk account as an administrator.
  • Go to the Admin tab.
  • Under the General Settings section, click on Ticket Fields.
  • Click on any field to open the field editor.
  • Customize the name of the field for both agents and customers. For example, the field your agents call "Requester Email" could be named as "Your email address" for your customers.
  • You can choose to make the field compulsory when agents create or resolve a ticket.
  • You can choose whether the field is visible to customers when they create a new ticket from your portal, whether they can edit it after creation, 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 right order.
  • Click Save to save this new form.

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


Deleting a field

  • You cannot delete a default field. However, you can hide the field for your customer by unchecking the Displayed to customer option.
  • To delete a custom field you created, in Admin > Ticket fields, hover on the field you want to delete and click on the trash can button that appears on the left.