Zendesk ticket forms are essential tools that streamline the process of customer service interactions. They serve as a bridge between customers and agents, ensuring that all necessary information is collected efficiently. This article summarizes the key points covered in the Zendesk Top Tips video on ticket forms.
Overview of Zendesk Forms
Zendesk forms are designed to facilitate communication between customers and support agents. They consist of various fields that can be customized based on the query type. The forms can be tailored to show different fields to agents and customers, ensuring that only relevant information is requested from each party.
Building a Ticket Form
Creating a ticket form involves several steps:
- Accessing the Form Section: Navigate to the admin center and locate the form section.
- Creating a New Form: Start by naming your form appropriately. For instance, if you create a returns form, you might name it "Returns" for agents and "I want to return something" for customers.
- Setting Visibility: Determine whether the form will be editable by end users and whether it applies to multiple brands.
Adding Fields to the Form
Once the form is created, you can add various fields to collect specific information. For example, you might want to include fields for:
- Return Reason: This could be a dropdown with options like "Too small," "Faulty," or "No longer needed."
- Product Name: A field where customers specify the item they wish to returns.
These fields can be made mandatory to ensure that customers provide all necessary information before submitting their requests.
Conditional Fields
One of the powerful features of Zendesk forms is the ability to create conditional fields. For instance, if a customer selects "Faulty" as their return reason, you can prompt them to provide additional details about the fault. This reduces back-and-forth communication and helps agents understand the issue better.
Conclusion
Zendesk ticket forms are versatile tools that can significantly enhance customer service efficiency. By customizing forms and utilizing conditional fields, businesses can collect the necessary information upfront, leading to quicker resolutions and improved customer satisfaction.
For a detailed walkthrough on creating and managing Zendesk ticket forms, watch the full video here: