When editing a ticket

Configuring the Edit action form

Within every Form, you will find a dedicated tab named When Editing a Ticket. This tab houses the Edit action form, enabled by default in all Forms (except the default Freshdesk Form).

  1. Enable or Disable: The Edit action form is enabled by default in all Forms (except the default Freshdesk Form), but you can disable it using the dedicated toggle.

  2. Configure the different fields. Learn more about the field properties below.

Disabling a parent form, including its underlying edit action form, will prevent editing existing tickets created with it and hide the "Edit Ticket" button for all new tickets.

Field Properties for Editing Freshdesk Tickets

  • Adding Fields: Add fields by selecting from the Freshdesk Fields table.

  • Removing Fields: Click the delete icon to remove a field from the form.

  • Default Values: Default values automatically populate the corresponding Freshdesk fields when a ticket is edited.

    • Note: A field's default value will overwrite its original value whenever a ticket is edited.

  • Hiding Fields: This ensures that specified fields' default values cannot be modified during ticket editing.

    • Note: It is mandatory to enter a default value for a hidden field.

  • Permissions: Using the Editable by column, choose between All users or Only responders to specify who can edit a field.

  • Required Field: Specify if the field is optional or mandatory when creating a ticket.

Note:

  • If all fields in a Form are hidden, responders and requesters clicking on the Edit ticket button will update the respective default values of the fields in Freshdesk without showing any form on Slack.

  • If any field in a Form is set as editable by responders only, a requester clicking on the Edit ticket button will update the respective default values for that field.

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