DocumentationAPI Reference

Ticket Forms

Ticket forms allow an admin to define a subset of ticket fields for display to both agents and end users. Accounts are limited to 300 ticket forms.

Ticket forms are supported on Suite Growth plans and above, as well as on Support Enterprise plans.

For legacy accounts, ticket forms are only available on Enterprise accounts or accounts with the Productivity Pack add-on.

JSON format

Ticket Forms are represented as JSON objects with the following properties:

NameTypeRead-onlyMandatoryDescription
activebooleanfalsefalseIf the form is set as active
agent_conditionsarrayfalsefalseArray of condition sets for agent workspaces
created_atstringtruefalseThe time the ticket form was created
defaultbooleanfalsefalseIs the form the default form for this account
deleted_atstringtruefalseThe time the ticket form was deleted
display_namestringfalsefalseThe name of the form that is displayed to an end user
end_user_conditionsarrayfalsefalseArray of condition sets for end user products
end_user_visiblebooleanfalsefalseIs the form visible to the end user
idintegertruefalseAutomatically assigned when creating ticket form
in_all_brandsbooleanfalsefalseIs the form available for use in all brands on this account
namestringfalsetrueThe name of the form
positionintegerfalsefalseThe position of this form among other forms in the account, i.e. dropdown
raw_display_namestringfalsefalseThe dynamic content placeholder, if present, or the "display_name" value, if not. See Dynamic Content Items
raw_namestringfalsefalseThe dynamic content placeholder, if present, or the "name" value, if not. See Dynamic Content Items
restricted_brand_idsarraytruefalseIDs of all brands that this ticket form is restricted to
ticket_field_idsarrayfalsefalseIDs of all ticket fields which are in this ticket form. The products use the order of the IDs to show the field values in the tickets
updated_atstringtruefalseThe time of the last update of the ticket form
urlstringtruefalseURL of the ticket form

Warning: Sending an empty array [] for agent_conditions or end_user_conditions will delete the conditions.

Example

{  "active": true,  "agent_conditions": [    {      "child_fields": [        {          "id": 101,          "is_required": false,          "required_on_statuses": {            "statuses": [              "new",              "open",              "pending",              "hold"            ],            "type": "SOME_STATUSES"          }        },        {          "id": 200,          "is_required": true,          "required_on_statuses": {            "statuses": [              "solved"            ],            "type": "SOME_STATUSES"          }        }      ],      "parent_field_id": 100,      "value": "matching_value"    },    {      "child_fields": [        {          "id": 102,          "is_required": true,          "required_on_statuses": {            "type": "ALL_STATUSES"          }        },        {          "id": 200,          "is_required": false,          "required_on_statuses": {            "type": "NO_STATUSES"          }        }      ],      "parent_field_id": 101,      "value": "matching_value_2"    }  ],  "created_at": "2012-04-02T22:55:29Z",  "default": true,  "deleted_at": "2012-05-02T22:55:29Z",  "display_name": "Snowboard Damage",  "end_user_conditions": [    {      "child_fields": [        {          "id": 101,          "is_required": true        }      ],      "parent_field_id": 100,      "value": "matching_value"    },    {      "child_fields": [        {          "id": 202,          "is_required": false        }      ],      "parent_field_id": 200,      "value": "matching_value"    }  ],  "end_user_visible": true,  "id": 47,  "in_all_brands": false,  "name": "Snowboard Problem",  "position": 9999,  "raw_display_name": "{{dc.my_display_name}}",  "raw_name": "Snowboard Problem",  "restricted_brand_ids": [    47,    33,    22  ],  "ticket_field_ids": [    2,    4,    5,    10,    100,    101,