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Zendesk Ticket Forms

A guide to creating dynamic Zendesk forms

Limitations of default Zendesk ticket forms

Zendesk has a ticket forms module that allows you to create simple ticket forms. You can embed your ticket forms in your help center, or on your website as a part of the web widget.

However, Zendesk ticket forms have many limitations: they offer limited customization and a small selection of fields. A lot of commonly requested features like having multiple ticket forms and conditional fields are only available on the Zendesk Enterprise plan.

You can use this guide to learn how to create powerful and dynamic Zendesk ticket forms, with advanced features like:

  1. Nested conditional fields
  2. Large selection of form field types
  3. Easy to use form editor
  4. Advanced styling and customization options
  5. Multi-step support ticket forms

Building dynamic forms with FormCrafts

We built FormCrafts to allow users to create dynamic and well-designed forms using a dead-simple interface. Our Zendesk add-on allows you to create Zendesk ticket forms with all those exciting features.

What can FormCrafts do in place of your Zendesk ticket forms? Read on.

1. Form styling and customization

You can customize your ticket forms to match your brand colour. You can add logos and images anywhere on the form. We have pre-built colour schemes, including dark-mode.

You can set cover images, use Google fonts, or other custom fonts. You can even customize the 'thank you' message to include custom text and images.

Zendesk ticket form with advanced styling and customization
A ticket form that matches your brand
Zendesk ticket form with conditional fields

2. Nested conditional logic

FormCrafts has a powerful conditional logic module that you can use to hide or show fields as needed.

You can create ticket forms with nested conditional logic, any level deep. There is no limit to the number of logic steps or fields you can have in your form.

You can even use conditional logic to send emails to select recipients.

Conditional logic can also be used to redirect users to specific URLs, based on their answer selections.

Learn more with our guide on using conditional logic in forms.

3. Large field selection

FormCrafts has over 19 different field types, compared to Zendesk's 9 field types. Some fields not found in Zendesk include image selection, icon selection, product showcase, slider, text field, time-picker, and much more.

FormCrafts is also ideal for creating Zendesk CSAT surveys, and we have star rating, thumb selection, and smiley selection fields.

Learn about all the form field types here.

Large selection of Zendesk ticket fields
Choose from over 19 fields
Zendesk multi-step ticket form

4. Multi-step ticket forms

Sometimes you have to ask for a lot of information in the ticket form. In FormCrafts you can split your form over multiple pages to make it easy for end-customers to fill the form.

The customers can see which page they are on, and also live form progress updated with each field.

Multi-step forms can also have cover pages. Cover pages can contain text and images. It's a good place to give an introduction to your form and provide some instructions.

5. Seamless form embed

Our forms can be embedded on any website (or your Zendesk help center). You can also embed forms in 'seamless' mode where they will blend in with the surroundings and seem like a built-in part of your website.

This is a favourite feature of our customers.

You can also embed the forms in pop-mode and use any button or link on your page to trigger the pop-up form.

Zendesk ticket form embed website
A ticket form on your website
Zendesk contact form
Zendesk unified contact form

6. Unified Zendesk contact form

One of the most common ways to use FormCrafts and Zendesk is to create a unified contact form, like this one. This form would serve as one point-of-contact on your website. Customers can select appropriate fields and create support tickets, leave feedback, or contact departments directly.

How? The first form field would ask the customer what they wish to contact about.

If the customer has a Complaint, we can show Zendesk ticket fields. You can use conditional logic to create a Zendesk ticket only if certain conditions are met.

If the customer wants to leave Feedback, you can show feedback fields, and notify the admins at feedback@yourcompany.com

If the customer wants to make a Booking, we can collect their info and email it to bookings@yourcompany.com

3 ways to create forms in FormCrafts

1. Using a blank form

The first way to create forms in FormCrafts is to start with a blank form and add individual fields. Most forms would contain basic fields like Name, Email, Issue Type, Comments, etc ... There is no limit on the number of fields your form can have.

For large forms we recommend adding page breaks.

You can also enable 'form progress' indicator on your forms which will update live as the user fills out each field. This can be enabled under Styling → Advanced.

Learn: how to create a blank form and connect it with Zendesk

2. Using form templates

You don't have to create forms starting with a blank slate. FormCrafts has a collection of form templates, which are regularly updated. This makes things a lot easier.

We have templates for Zendesk ticket forms here.

We also have templates for Zendesk contact forms here.

Lastly, we have templates for Zendesk CSAT surveys.

To create a form with a template, click on New Form on the FormCrafts dashboard, and then click on Templates, and then choose a template.

On the form edit screen, you have to enable Zendesk, and map form fields to Zendesk fields, and you are good to go.

3. Using Zendesk ticket form wizard

What if your Zendesk account has a lot of custom fields? It would take a while to individually add those fields to your FormCrafts form and then map each of them to Zendesk.

In this case, we recommend the form wizard feature. FormCrafts will read the Zendesk ticket fields configured in your Zendesk account and automatically create a form based on those fields. The wizard will also map those form fields to their Zendesk counterpart.

The only thing left to be done (optional) is configure certain fields to show conditionally.

Learn: how to create a Zendesk ticket form using form wizard.

4 ways to embed / share the forms

All forms come with an easy-share link. The link looks like this:

formcrafts.com/a/afaefq

You can modify the link to something like:

formcrafts.com/a/my-form

You can even use a custom domain:

my-company.formcrafts.com/my-form

Our forms are 100% responsive, whether in embed mode or form link mode.

Learn more about creating custom form links here.

2. Embed forms in a website (inline)

You can embed the forms on any website, including just about every CMS software out there. We allow embedding via our JavaScript code (you have to copy the code from the form editor and paste it on your website) or via our iFrame code, which works on the same principle. Between the two we recommend the JavaScrip code embed.

Learn: how to embed ticket forms on your website.

Also, learn: how to embed forms in Squarespace.

Lastly, learn: how to embed forms in WordPress.

3. Embed forms in a website (popup)

This is another cool feature. You can embed the form on your website, but it would only show up when the customer clicks on a link or button. Pop-up forms usually require hacks and workarounds but FormCrafts has support for this out-of-box.

Pop-up forms have the advantage of being out-of-view unless called upon. FormCrafts won't load the form until the user clicks on the trigger button, which results in improved speed for your page.

Popup forms are mobile responsive as well.

Learn: how to embed pop-up forms on a Website.

4. Embed forms in Zendesk Help Center

Yes, you can embed the forms made in FormCrafts in your Zendesk Help Center, also called Zendesk Guide.

Learn: how to embed custom forms in the Zendesk help center.

Need help with your Zendesk forms?

If you need assistance with your forms you can contact us via the contact form (top-right corner) on your FormCrafts dashboard.

We are also available on live chat during business hours (Eastern time).

We have a plethora of Zendesk add-on documentation here as well.

FormCrafts is an official Zendesk app partner and you can view our listing and reviews on the Zendesk app marketplace.