Forms

Streamline ticket creation and editing on Zendesk using Ticketing Forms

Configuring Forms

Each Zendesk Form has two parts - When creating a ticket and When editing a ticket.

• Navigate to Objects 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. Requestor Email, Subject, and Description fields are added to the Form by default.

   • These properties are Pre-filled by ClearFeed (that means, a value is assigned to these fields when a ticket is created).

2. From the Zendesk Fields table - add the fields you want to be a part of the form.

3. Configure properties such as making fields optional, setting a default value, or hiding a field.

   • Learn more about field properties here.

4. Save your configuration and move on to configure the Edit Action form (optional).

Fields added in the Create form will be visible to responders on the triage channel when working on tickets.

Configuring the Create Action Form

Edit 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.

Only the fields that are a part of the Edit form can be modified from the triage channel after a ticket is created.

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.

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.

Configuring Edit Action Form

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.

Field Properties

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.

• 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.

• Placeholder Text: The text that is shown inside the field before users enter their information.

• 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

Zendesk should be integrated with ClearFeed to make these forms visible. Learn how to integrate with Zendesk here.

1. You would need existing forms created on Zendesk that can be imported.

2. Make sure the Forms that you want to import are set as Active in Zendesk.

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

   • Configure the form for editing a ticket

5. Once the forms are configured, click on Save

Importing existing Zendesk Forms

Mapping 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.

Zendesk Ticketing needs to be enabled for a Collection.

• Only Forms with an active Create Action Form will be available for mapping.

• A form can be mapped to multiple collections.

How to map 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.

FAQs

1. Which Zendesk field types are supported by ClearFeed?

Answer: ClearFeed currently supports only specific Zendesk field types: Text, Multi-line, Drop-down, Multi-select, Checkbox, Number, and Date. More types will be supported soon to enhance functionality.

The unsupported fields are flagged with a warning that indicates such fields cannot be added to the Form.

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?

Answer: ClearFeed automatically updates the imported forms to match changes in the parent Zendesk form, adding or removing fields as necessary to maintain synchronization.