When editing a ticket

Configuring the Edit Action Form

Introduction: Every Zendesk Form includes an Edit action form, allowing users to specify which Zendesk fields can be edited or newly populated for an existing ticket. In this section, we'll explore the configuration options and best practices for the Edit form.

Note: Disabling a Parent Form (or its underlying Edit action form) will disable editing feature for existing tickets created using it. Moreover, the Edit Ticket button will be hidden from all new tickets created using the Form.

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, which is enabled by default in all Forms (except the default Zendesk Form). Below, we break down the key aspects of configuring this form effectively:

Enable or Disable: The Edit action form is enabled by default in all Forms (except the default Zendesk Form), but you can choose to disable it using the dedicated toggle if it doesn't align with your workflow.

Enabling/Disabling the Edit form

Managing Fields:

• Adding Fields: Populate the Edit action form by selecting fields from the Zendesk Fields table. Only Zendesk fields supported by ClearFeed will be visible for selection.

• Removing Fields: Unlike Create Action Forms, Edit action forms do not have non-removable fields and can have fields removed as needed.

• 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.

Adding,Removing & Reordering fields

• Default Values: You can choose to add default values to specific fields within the Edit action form. These default values will either overwrite the existing values or populate new fields in the Zendesk ticket when editing.

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

• Hiding Fields: Similar to the Create action form, you can choose to hide specific fields in the Edit action form. 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: Specify who can edit or fill a given field when 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 editing a ticket on Slack.

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

  • 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'

Setting up the form for editing Zendesk tickets from Slack

Important:

• Any ticket can only be edited using one form - The Edit action form within the Form that was used to create the ticket.

• If you disable a Parent Form (or its underlying Edit action form), it will disable the editing feature for existing tickets created using that Form. Additionally, the Edit Ticket button will be hidden from all new tickets created using the Form.

Note:

• If all fields in a Form are hidden, both responders and requesters clicking on the Edit ticket button will update the respective default values of the fields in Zendesk 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.