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Feedback from channels such as email and social media tends to be unstructured. Feedback forms allow you to structure the way you receive queries from your customers and agents, potentially making ticket resolution easier.


This article contains:

About ticket forms

A "ticket form" is a structured feedback channel that consists of a collection of "ticket fields" and an intuitive flow to adding information. A well-constructed ticket form helps a customer or support agent understand exactly what they're looking for, and explain their query well. See Understand and Customize Ticket Fields.


Your support portal has a pre-configured ticket form called "Report an issue". It contains all the ticket fields visible to the customer. Additionally, Freshdesk allows you to create up to 50 ticket forms in your account. As your business scales, you might want to tailor your ticket forms for specific experiences. For example, you may want to create multiple forms for:

  • Multiple brands and products
  • Different types of customer issues
  • Various regions and languages


Your default form is available from the Free plan onwards.
Multiple forms are available from the Pro plan onwards.

Create a new form

To create a new form:

  1. As an admin, go to Admin > Workflows > Ticket Forms and click New form.
  2. Provide a name and description in the dialog and click Create.
  3. Your form is created and you're taken to the form builder page.
    A view of the form builder page.


On the form builder page, the left panel displays all your ticket fields with the "Can view" property enabled for customers. You can drag and drop these fields into the main body to build your form. You can also hover over fields in the main body and click the Delete icon to remove them from your form.


After adding a field to your form, click on it to modify properties. You cannot change the agent behavior properties, but you can modify the customer behavior properties. You can also add tooltips or placeholder text to guide customers on how to fill that field.

Field properties in a Ticket Form.


Best practices for building a ticket form:

  • Ensure you're satisfied with your data schemas and have created your ticket fields and dynamic sections.
  • Every new form has 4 default fields. The Search a requester and Company fields cannot be removed. The Subject and Description can be removed, so you can create forms without text input.
  • When you add a ticket field which has dynamic sections, you can choose to add the whole field, or only add a particular section. In the latter case, the parent field will be set to the choice and grayed out.
    Dialog when adding a field with sections to a form. 

Edit, clone, and delete forms

Go to Admin > Ticket Forms to manage your ticket forms. Click the overflow menu next to a form to see options to manage it.

Overflow menu for ticket forms.


Best practices for managing your ticket forms:

  • Editing a form: Remember that forms can be deployed to multiple places. When you commit edits to a form, it changes in every place it is deployed.
  • Cloning a form: Clone an existing form to safely experiment with the flow. Deploy the clone to your portals and widgets once you're satisfied.
  • Deleting a form: Deleting forms is irreversible. Before deleting a form, unpublish it from all locations and verify that it is not being used in any automation rules.

Publish and use your forms

Your default form ("Report an issue") is always published. Your customers can use it to submit a ticket from the customer portal (frontend), and your agents can use it by clicking New > New ticket in the agent portal (backend).

"Submit a Ticket" buttons on the customer portal.The Submit a ticket buttons on the support portal home

The default form on the support portal.The ticket form as seen on the support portal

Described in the text above.The New ticket button in the agent portal

Additionally, you can do the following:

  1. Publish multiple forms to your support portal.
  2. Publish multiple forms to your help widget.
  3. Embed your default form on any of your websites.
  4. Run automations based on specific ticket forms.

Publish a form after editing it

When you edit a form, you can publish it to portals and feedback widgets immediately.

  1. Go to Admin > Workflows > Ticket Forms and click a form's name to start editing it.
  2. Click the Publish button to bring up a dialog.
  3. Select portals and widgets to associate the form with and click Save.
    The Publish button within a ticket form.
    • The dropdowns contain only the portals and widgets created in your Freshdesk account. Click the links in the dialog to go to the respective settings page.

Add multiple forms to a portal

You can add forms to a portal from the portal settings page.

  1. Go to Admin > Channels > Portals and click Edit on your portal of choice.
  2. Go to the Manage sections tab.
  3. In the Ticket box, choose the forms to add from the Add ticket form dropdown.
  4. Modify the Page title and the Dropdown placeholder (if you've added multiple forms) to suit your brand voice.
  5. Modify settings to control who can submit and view tickets on your portal and click Save.
    Manage sections tab as described in the surrounding text.

When you deploy multiple forms to your support portal, they appear as the first dropdown on the ticket submission page.

Customers must first choose which form they'll see.

Add multiple forms to a help widget

You can add forms to a help widget from the widgets page. Since your widget can be embedded, you can use your forms across all your websites.

  1. Go to Admin > Channels > Widgets and click the widget to modify.
  2. In the Contact form box, Select Show form with ticket fields.
  3. Choose the forms to add from the Add ticket form dropdown.
  4. Modify the Title of the form, Dropdown placeholder (if you've added multiple forms), Form submit button, and Form confirmation message to suit your brand voice.
  5. Modify other rules for attachments and who can see the form and click Save.
    The Contact form section in widget settings as described in the surrounding text.

Embed your default form on a web page

You can embed your default form on any web page with some custom settings. To do so:

  1. Go to Admin > Channels > Feedback Form.
  2. Optionally, customize your form settings:
    • Form Heading: Provide a custom title.
    • Form Submit Button: Provide a custom CTA for the submit button.
    • Form Submit Message: Customize the text the customer sees after submitting the form (such as expected resolution time).
    • Form height: Prevent scroll bars in your embedded form by specifying its height in pixels.
  3. Optionally, add more capabilities in Form Options:
    • Let users attach a file to their ticket or attach a screenshot
    • Allow users to search your knowledge base directly from the ticket form
    • Prevent spam by enabling CAPTCHA in the form
    • To use your form in SSL encrypted pages, enable the Use Https toggle.
      Form customization options described in the surrounding text.
  4. As you customize your form, the code at the bottom is automatically updated. Copy it and paste it within the HTML body of your web page(s).
    The embed code segment as described in the surrounding text.
  5. If you change these settings later, copy the latest code and update it wherever you've embedded your form.

Run automations based on ticket forms

You can create automation rules that run on tickets created from a specific form. You can create rules that run on ticket creation or ticket update.


For example, you may have a ticket creation rule to map any tickets from your "Feature request" form to your engineering team (group) or your program manager (agent).

Sample automation rule that assigns tickets from "Example form" to "Sample group".


To create an automation rule based on ticket forms:

  1. As an admin, go to Admin > Workflows > Automations.
  2. Choose either the Ticket Creation tab or the Ticket Updates tab and click New rule.
  3. Give your rule a name.
  4. In the On tickets with these properties section, choose: In Tickets if Form Is and select your ticket form.
  5. If you're creating a Ticket Updates rule, choose your event triggers in the Involves any of these events section (such as Priority is changed).
  6. In the Perform these actions section, choose the action to perform (such as Assign to Agent).
  7. Click Preview and save. Review the rule summary and click Save and enable.

For more help, contact support@freshdesk.com.