Optimize Ticket Forms in Zendesk - Frequently asked questions
Discover how to understand and optimize ticket forms in Zendesk. This page answers common questions to help you enhance your support process efficiently.
Frequently asked questions
What can I do with ticket forms on different Zendesk plans?
The features available for ticket forms in Zendesk depend on your plan.Basic plansallow you to customize the default ticket form, add custom ticket fields, and integrate the form with the Web Widget (Classic).Advanced plansoffer…
Can I restrict ticket forms to specific agent groups in Zendesk?
While you can't directly restrict ticket forms to specific agent groups in Zendesk, you can use triggers to manage access. By setting up a trigger, you can identify when an agent tries to use a ticket form not meant for their group and prevent it….
Is it possible to use a form within another form in Zendesk?
Currently, Zendesk does not support using a form within another form. While some plans allow for multiple ticket forms, nesting forms is not an available feature at this…
Can end users change ticket priority after creation in Zendesk?
End users cannot directly change the ticket priority after creation in Zendesk. They can only add comments or mark the ticket as solved. However, you might set up a Trigger to change priority based on specific keywords in comments, though this can…
How can I add helpful guidance to a Zendesk form field?
Currently, Zendesk does not support advanced formatting like bullet points or new lines in the 'Description shown to end users' component of a form field. This can make it challenging to provide detailed guidance or examples, as text appears as a…
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Customer.io($50M+ ARR)
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Freecash
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
Read Customer.io's case study
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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