How to Create Advanced Zendesk Ticket Forms
What is lacking in default Zendesk forms
Zendesk allows you to create ticket forms in-app but those ticket forms lack certain features and are not very customizable.
This is why we created FormCrafts - to allow you to make powerful and dynamic ticket forms. Support forms created in FormCrafts give you access to smart form features like:
- Multi-step forms
- Multi-file uploads
- Conditional logic to hide / show fields
- Advanced styling and customization options
- Having multiple ticket forms
You can share the forms with a link, embed them on any website, or embed them on your Zendesk help desk portal. You can even embed the forms as pop-forms.
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
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.
3. Use the form wizard
Once we have enabled the addon, we should see a Form Wizard button.
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:
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.
Advanced ticket form features
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 email@example.com.
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:
- Have a cover page for the form
- Show form page progress
- 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.
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.