Creating a Zendesk ticket form in FormCrafts

In the next few steps, we will learn how to create a ticket form in FormCrafts, and connect it with Zendesk. FormCrafts has a form wizard feature that allows you to auto-create a ticket form based on your Zendesk ticket fields - so you don't have to create everything from a scratch.

1. Create an new account

Signup on FormCrafts and create a free account. On the FormCrafts dashboard click on New Form -> Blank to create a new form.

New blank form screen
New blank form screen

2. Enable Zendesk

On the form edit screen click on the Addons button on the top-left corner, and go to the Support tab. Here we can Enable the Zendesk addon. In the pop-up you have to enter the Zendesk login credentials to give FormCrafts access.

Enable Zendesk addon
Enable Zendesk addon

3. Use the form wizard

Once we have enabled the addon, we should see a Form Wizard button.

Using the Zendesk form creation wizard
Using the Zendesk form creation wizard

When you click on Form Wizard you would be able to select the fields you would like in your form. The wizard would create a Zendesk ticket form based on those fields and also map each FormCrafts field to its respective Zendesk counterpart.

Our Zendesk ticket form should now look like this:

Creating a Zendesk ticket form
Creating a Zendesk ticket form

You can change the appearance of your form by clicking on Styling on the top-left corner. You can also edit the fields and change the text.

When you are ready, click Preview on the top-right corner. You can now submit the form and it should create a new Zendesk ticket.

View ticket ID on Zendesk ticket form
View ticket ID on Zendesk ticket form

Advanced ticket form features

Conditional logic

This is one of the biggest reasons to use FormCrafts over default Zendesk forms. Here's a good example of a Zendesk ticket form with conditional logic.

The form presents the user with 4 assistance options: Booking, Complaint, Feedback, or Other. If the user selects Booking the form shows Booking-related fields. If the user selects Complaint the form shows complaint-related fields.

You can also use conditional logic to create a ticket only when certain conditions are met. For example, we only want to create a Zendesk ticket when the user selects Complaint. If the user selects Booking we will email the booking team at booking@example.com.

Multi-step forms

Sometimes you need to ask for a lot of information before creating a ticket. A lengthy form will appear daunting to your users. FormCrafts allows you to split your form over multiple pages.

You can also:

  1. Have a cover page for the form
  2. Show form page progress
  3. Show overall form progress, updated with each field

Styling and customization

You can add any length of descriptive text to your form. You can add images anywhere. Your form can have a thumbnail logo and a full-sized logo. You can have image-selection fields. You can modify the colour scheme. You can edit the thank you message, the email confirmation, and loads more.

Zendesk ticket form templates

Creating ticket forms starting from blank can be exhausting. We have a collection of well-curated Zendesk ticket form templates. You can use any of these templates as a starting point.

To use a template, go to your FormCrafts dashboard and click on New Form -> Use Template.

Other Information

If your tickets are not making it to Zendesk you can view the error logs.

Learn how to embed forms on your Zendesk help center.