Changing Ticket Brand Without Affecting Form in Zendesk
Can agents change the brand of a ticket without affecting the ticket form?
Yes, agents can change the brand of a ticket without affecting the ticket form, provided the form is not associated with the new brand. This is designed to prevent the loss of data entered in the ticket fields.
If the form is not linked to the new brand, it remains unchanged, ensuring that all data entered remains intact.
More related questions
What is a ticket form in Zendesk?
A ticket form in Zendesk is a set of predefined fields tailored for specific support requests. It determines the fields and data that a ticket will contain. When end-users submit a request, they can select a ticket form if multiple forms are…
How can agents apply or change a ticket form in Zendesk?
Agents can apply or change a ticket form in Zendesk by accessing the Form field in the ticket properties panel. From there, they can select a ticket form from the drop-down list. This can be done for tickets that are in New, Open, Pending, On-hold,…
Can ticket forms be changed for Closed tickets in Zendesk?
No, ticket forms cannot be changed for Closed tickets in Zendesk. Once a ticket is closed, the form applied to it remains fixed and cannot be altered. This restriction ensures that the data and structure of closed tickets remain consistent and…
What happens to data when switching ticket forms in Zendesk?
When you switch ticket forms in Zendesk, any data entered in fields not present in the new form will still be available until the ticket is submitted. For example, if you enter data in a field in one form and switch to another form that doesn't…
How do ticket forms interact with triggers and automations in Zendesk?
Ticket field values in Zendesk can still be referenced and acted upon by triggers and automations, even if the ticket form is switched to another form that doesn't contain those fields. This means that the logic and actions set up in your triggers…
Is it possible to specify a ticket form when creating a ticket via the passControl API?
No, it is not possible to specify a ticket form when creating a ticket via the passControl API in Zendesk. Instead, it is recommended to use a Support Trigger to set a ticket form upon ticket creation. This approach ensures that the correct ticket…
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