Editing Zendesk Tickets with Forms

Creating Existing Zendesk Tickets on Slack using Forms

Introduction

Efficiently editing Zendesk tickets using Forms is a key feature of ClearFeed's ticket management system. In this section, we'll guide you through the ticket editing process, ensuring you have a smooth experience from start to finish.

Ticket Editing

• If the Parent Form used for creating a ticket, or its underlying Edit action are inactive, you will be unable to edit existing tickets filed through that Form.

• Additionally, if the Edit action of a Form is disabled, any new ticket filed from its parent Form will not have the Edit ticket button within its message block on Slack.

Unable to edit existing ticket using an inactive Form

Editing Zendesk Tickets Using Forms:

• Ticket editing using Forms is possible from both request channels and triage, providing flexibility in managing your Zendesk tickets. To learn more about editing tickets in triage, refer to our dedicated documentation here.

• To initiate ticket editing, simply click on the Edit Ticket button within the message block of an existing ticket. This action opens the Edit form specific to the ticket, allowing you to make necessary changes.

Modifying Fields:

• Users can modify the existing values of fields and populate new ones according to the configured permissions. This flexibility ensures that your ticket data remains up-to-date and accurate.

Editing a ticket using a form

Important:

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

• Disabling a Parent Form (or its underlying Edit action form) will disable the editing feature for existing tickets created using it. Moreover, 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 Edit ticket button will update the respective default values of the fields on Zendesk, without showing any form on Slack.