> For the complete documentation index, see [llms.txt](https://docs.clearfeed.ai/clearfeed-help-center/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.clearfeed.ai/clearfeed-help-center/integrations/zendesk/forms.md). # Forms ## Configuring Zendesk Forms Each Zendesk Form has two parts - ***When creating a ticket*** and ***When editing a ticket**.* * Navigate to [**Forms**](https://web.clearfeed.app/objects/zendesk) on the ClearFeed web console, toggle Zendesk Ticketing under Objects, and click on **Add Form** -> **Create from Scratch.** * Provide a suitable name for the form (the Form name will be visible to the requestors when creating the ticket). ### *Create* Form 1. For each **Zendesk Form**, **Requester Email**, **Subject**, and **Description** fields are automatically added to the form. * These fields are pre-filled by ClearFeed when a ticket is created. If ClearFeed cannot fetch the email address, it will prompt the user to fill out the form in the Request Channel.

Pro-Tip:

When a requester email is entered manually, the Slack form also shows an option to remember that email for the Slack user whose message is being filed as Ticket. The option is selected by default. When selected, the remembered email is used for future ticket creation from the same user and for matching synced replies from Zendesk back to a Slack user. Clear the option if the email should be used only one-time for the current ticket.

2. Add additional fields from the Zendesk Fields table to customize your form. 3. Configure properties for each field: * Make fields optional or required * Set default values * Hide fields from the form * Learn more about field properties [**here**](#field-properties). 4. After completing your configuration, save your changes and proceed to [configure the Edit Action form](#edit-form) (optional). {% hint style="info" %} Fields added in the *Create* form will be visible to responders on the triage channel when working on tickets. {% endhint %}

Configuring the Create Action Form

### *Edit* Zendesk Form If the Edit Form is enabled - users will see an Edit Ticket button when they create a ticket. You can provide requestors and responders the exclusive ability to modify fields after ticket creation. {% hint style="warning" %} Only the fields that are a part of the *Edit form* can be modified from the triage channel after a ticket is created. {% endhint %} 1. Add fields from the `Zendesk Fields` table available on the right-hand side. 2. Configure properties such as making fields optional, setting a default value, or hiding a field. * Learn more about field properties [**here**](#field-properties). {% hint style="success" %} **Pro tip:** Use the **Add all Create Form fields** button to quickly add fields that are a part of the *Create* form to the *Edit* form. {% endhint %}

Configuring Edit Action Form

### **Zendesk Ticket Creation Without a Form** * If all fields in a form are hidden, both responders and requesters will be able to create a ticket without filling out a form. * Responders would still be able to enter a requestor email ID. * If all fields in a Form are set to be editable by *only responders*, requesters will be able to create a ticket without filling out a form. * **Note**: In both cases, the pre-filled or default value of fields will be populated. ## Zendesk Form Field Properties {% hint style="success" %} If you use distinct field names for Agents and Customers in Zendesk, Clearfeed will display distinct fields for Agents and Customers, as configured in Zendesk. {% endhint %} * **Removing Fields:** Remove fields from a Form using the Delete icon. * **Note:** *Requestor Email, Subject,* and *Description* are non-removable in the *Create Action* form. However, they can be hidden to prevent modification. * **Reordering Fields:** To customize the order of the fields, click and hold a field in the left column, then drag and drop it to your desired position in the sequence. * **Note:** Non-removable fields will always be on top, while hidden fields will automatically move to the bottom once the changes are saved. * **Non-responder Field Label:** This determines the field name that would be displayed to the requestors when they use the form. * This information is pulled directly from Zendesk where you set the Title shown to customers. You can read more about the same [here](https://support.zendesk.com/hc/en-us/articles/4408883152794-Adding-custom-fields-to-your-tickets-and-support-request-form). * **Placeholder Text:** The text that is shown inside the field before users enter their information. {% hint style="info" %} * The **Description** field is a system default, non-removable field in the *Create* form. It is pre-filled by ClearFeed using a summary of the thread messages followed by the messages themselves or only the messages. Learn more about [AI-Summarization Setting](/clearfeed-help-center/integrations/zendesk.md#ai-summarization-setting) * This pre-filled behavior cannot be disabled or changed (for example, you cannot make Description "not pre-filled" or editable if it appears greyed out and marked as *Pre-filled* in the form). Because Description is auto-populated, any placeholder text you configure for this field will not be shown to users at ticket creation time. {% endhint %} - **Note:** For non-removable fields that are pre-filled by ClearFeed (such as **Description**), the placeholder text will not be visible to users when the field is auto-populated. - **Hint Text:** The hint text that is shown below the field to guide users on what to enter. Think of this as the field description. - **Default Values:** Adds default values to the fields. Default values automatically populate the corresponding Zendesk fields when a ticket is created. * **Note**: Default values cannot be entered for non-removable fields. - **Hidden Fields:** To ensure specific fields are not modified during ticket creation, you can hide them from the *Create Action* Form. * **Note**: When hiding a field, it is mandatory to assign a default value to it. - **Permissions:** Specify who is required to fill a given field when creating or editing a ticket using the **Editable by** column. Choose between *All users* or *Only responders*. * **Note**: Only users with the specified permission for a field will see it in the form when creating a ticket on Slack. However, they must mandatorily fill it to proceed. - **Required Field**: Specify if the field is optional or mandatory when creating or editing a ticket in the `Required field` column. * **Note:** By default, the 'Required field' value corresponds to the Zendesk Required field setting. If a field is marked as required in Zendesk, it will automatically be set to 'Required'.

Modifying Zendesk Field Properties

## Importing Zendesk Forms {% hint style="warning" %} Zendesk should be integrated with ClearFeed to make these forms visible. Learn how to integrate with Zendesk [here](/clearfeed-help-center/integrations/zendesk.md#integrate-zendesk). * You would need existing forms created on Zendesk that can be imported. * Make sure the Forms that you want to import are set as Active in Zendesk. {% endhint %} 1. Hover over the `Add Form` button, and you will notice an option to `Import from Zendesk`. 2. Under the Select Form dropdown, you will notice all the active forms on Zendesk. 3. Select the form that you want to import into ClearFeed and click on `Import Form`. 4. Once the Zendesk Form is imported, you can configure the *Create* and *Edit* action forms by following the steps mentioned: * [Configure the form for creating a ticket](#create-form) * [Configure the form for editing a ticket](#edit-form) 5. Once the forms are configured, click on `Save`

Importing existing Zendesk Forms

### Form Names and Zendesk Sync When importing forms from Zendesk, ClearFeed uses the **internal form name** (the name shown in the Zendesk admin UI next to the Edit button), not the end‑user display name shown in your Help Center. As a result: * The form name you see in ClearFeed may differ in spacing or wording from the name shown to customers in your Help Center. * Updating only the Help Center display name in Zendesk will **not** change how the form name appears in ClearFeed. #### How to align form names * In Zendesk, go to **Admin Center → Objects and rules → Tickets → Forms**. * Edit the form and update the **internal name** (the name next to the Edit button) to match your desired label/spacing. * Save the form in Zendesk, then re‑import or re‑sync the form in ClearFeed if needed. This ensures the form name shown in ClearFeed matches the internal form name configured in Zendesk. ## Mapping Zendesk Forms to Collection By default, all active Zendesk Forms are available for ticket creation in Collections with Zendesk ticketing enabled. However, you can map specific Forms to a Collection to restrict the available Forms for ticket creation. {% hint style="info" %} Zendesk Ticketing needs to be enabled for a Collection. * Only Forms with an active [*Create Action*](#create-form) Form will be available for mapping. * A form can be mapped to multiple collections. {% endhint %} #### How to map a Zendesk form to a Collection? 1. Navigate to `Collections -> Settings`. 2. Go to `Ticketing Settings`. 3. In the Forms Availability section, select the `Specific Forms` option. 4. From the available Forms, select the ones you'd like to associate with this Collection.
## Supported Zendesk Field Types and Limitations ClearFeed supports the following Zendesk field types when creating and editing tickets: ### Standard Zendesk Field Types | Field Type | Description | Validation Limits | | -------------------- | ------------------------------------- | ----------------------------------------------------------------------------------- | | **Text** | Single-line text input | Up to 3,000 characters | | **Multi-line Text** | Multi-line text area | Up to 3,000 characters | | **Drop-down** | Single-select from predefined options | For lists with 100+ options, users see a searchable menu instead of a dropdown | | **Multi-select** | Select multiple options from list | For lists with 100+ options, users see a searchable menu instead of a dropdown list | | **Checkbox** | Boolean true/false field | — | | **Number (Integer)** | Whole numbers | Supports very large numbers (up to 10 trillion) | | **Number (Decimal)** | Decimal numbers | Supports decimal values with very large ranges | | **Date** | Date picker | — | | **Date & Time** | Date and time picker | — | | **Attachments** | File upload field | See Attachment Limits below | | **Email** | Email address field | Standard email format validation | | **Phone Number** | Phone number input | — | ### System Fields (Auto-filled by ClearFeed) These fields are automatically populated by ClearFeed when creating tickets: | Field | Description | | ------------------- | ---------------------------------------------------------------- | | **Subject** | Auto-populated from thread context | | **Description** | Auto-populated with thread messages (with or without AI summary) | | **Requester Email** | Auto-populated from Slack user or prompt if unavailable | | **Status** | Set to "New" by default for new tickets | | **Priority** | Can be pre-filled or set by user | | **Assignee** | Can be pre-filled or set by user | | **Group** | Can be pre-filled or set by user | ### Additional Fields | Field | Description | | --------------- | ----------------------------------------------------- | | **Tags** | Comma-separated tags for categorization | | **Attachments** | Files uploaded via form (also posted to Slack thread) | ### Attachment Limits When using the **Attachments** field in forms: | Limit Type | Value | Notes | | -------------------------- | --------------------- | ------------------------------------------------------------- | | **Per-file size** | 50 MB | Enforced by ClearFeed before upload to Zendesk | | **Total attachment size** | 750 MB | Maximum combined size for all attachments (15 × 50MB) | | **File type restrictions** | Configurable | Can restrict by file type (e.g., `["png", "jpg", "pdf"]`) | | **Failed attachments** | Listed in description | URLs of failed attachments are appended to ticket description | {% hint style="info" %} **How Attachments Work:** When you attach files to a ticket: 1. Files are uploaded through the Slack form 2. ClearFeed transfers them to Zendesk 3. Successfully uploaded files are also shared in the original Slack conversation {% endhint %} ## FAQs 1. **Which Zendesk field types are supported by ClearFeed?**\ **Answer:** ClearFeed supports most common Zendesk field types including text fields, drop-downs, multi-select lists, checkboxes, numbers, dates, email, phone numbers, and file attachments. For detailed information on field types and their limits, see [Supported Zendesk Field Types and Limitations](#supported-zendesk-field-types-and-limitations). Unsupported fields will show a warning and cannot be added to your forms. 2. **What is the Default Zendesk Ticket Form and can I modify it?**\ **Answer:** The Default Zendesk Ticket Form is pre-built with your ClearFeed account. By default, it doesn't show any fields when creating a ticket. However, you can customize this form and add the specific fields you need to fit your purposes. 3. **Can all Create action forms in ClearFeed be disabled?**\ **Answer:** The Create action form is enabled by default and cannot be disabled unless you create a new form with its Create action enabled. It is mandatory to have at least one form with an enabled Create action at all times to ensure seamless ticket creation. 4. **What happens if all fields in a form are hidden?**\ **Answer:** If all fields in a form are hidden, both responders and requesters can create a ticket without filling out a form. The pre-filled or default values of the fields will automatically be populated in the ClearFeed ticket. 5. **Does ClearFeed automatically capture the placeholder text, hint text, and field alias for fields that are a part of the Create action form to the Edit form?**\ **Answer:** Yes - once you set up your Create action form - move to the Edit form and click on the button that says `+ Add all Create form fields`. That should copy all fields and the relevant properties. If you have existing fields set up in the Edit form - removing them and re-adding would also copy all properties from the Create form. 6. **Can requesters create a ticket without filling out a form if all fields are editable only by responders?**\ **Answer:** Yes, if all fields in a form are set to be editable by only responders, requesters can still create a ticket without filling out a form. The pre-filled or default values of the fields will be populated in the ClearFeed ticket. 7. **Will the pre-filled or default values be used if the form fields are hidden or set to be editable only by responders?**\ **Answer:** Yes, in both cases—whether the form fields are hidden or set to be editable only by responders—the pre-filled or default values of the fields will be used in the ClearFeed ticket. 8. **Is it necessary for responders to fill out the form if the fields are hidden or set to be editable only by them?**\ **Answer:** No, responders don't need to fill out the form in these scenarios. The ticket creation process will rely on the pre-filled or default values of the fields. 9. **What happens if the Parent Form or its Edit action is inactive?**\ **Answer:** If the Parent Form used for creating a ticket, or its underlying Edit action, is inactive, you will be unable to edit existing tickets that were filed through that Form. 10. **What happens if all fields in an Edit Form are hidden when responders and requesters click the Edit ticket button?**\ **Answer:** If all fields in an Edit Form are hidden, clicking the Edit ticket button will update the respective default values of the ClearFeed ticket fields without showing any form on Slack. 11. **What happens when fields are removed from the parent Zendesk form?**\ **Answer:** Removed fields are automatically deleted from both the Create and Edit forms in ClearFeed and are no longer selectable for future configurations. However, the original fields remain accessible when editing existing tickets. 12. **What occurs when fields are added to the parent Zendesk form?**\ **Answer:** Newly added fields become available for selection in the imported form on ClearFeed, allowing you to include them as needed. Additions to the Edit form won't reflect on previously created tickets. 13. **Will newly added fields in the Zendesk form be available for editing existing tickets?**\ **Answer:** No, users will see only the original set of fields when editing existing tickets. 14. **How does ClearFeed ensure synchronization with the parent Zendesk form?**\ ClearFeed keeps imported forms in sync with the parent Zendesk form in two ways: * **Automatic sync for structure changes:** When fields are added or removed on the Zendesk form, ClearFeed updates the imported form to match the parent form's fields. * **Manual refresh for form Name**: If you change the form name in Zendesk, ClearFeed does not automatically refresh these. To pull the latest renamed form, go to the **Forms** page for Zendesk in the ClearFeed web app and click the **Re-Sync** button. This will refresh the form name from Zendesk without needing to delete or re-import the form. 15. **How do I set the brand for my Zendesk form when creating a ticket?**\ **Answer:** Currently, Clearfeed does not support specifying a ticket brand directly within its interface. However, you can achieve the desired result by using **Zendesk's form-brand mapping**. Follow these steps: 1. In **Zendesk**, associate the desired form with the appropriate **brand**. 2. Once the form is linked to a brand, **import the form into Clearfeed**. This ensures that any ticket created using that form in Clearfeed is automatically mapped to the correct brand in Zendesk. 16. **What happens when I try to attach files larger than 50MB?**\ **Answer:** When you attach files larger than 50MB (or if the total size of all attachments exceeds 750MB), ClearFeed cannot upload these files to Zendesk. Instead, the file names and download links are automatically added to the ticket description in Zendesk so the information isn't lost. Smaller files that are within the size limits will still be uploaded successfully. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.clearfeed.ai/clearfeed-help-center/integrations/zendesk/forms.md?ask= ``` The question should be specific, self-contained, and written in natural language. 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