The ticket form helps you take support queries and collect feedback from your customers. It is shown by default in your support portal and can be added as a widget to your website, your support portal and even your web application. 


Both agents and customers can use the ticket form to create a ticket. Your customers can access the ticket form from your customer portal (<yourcompanyname>.freshdesk.com/support/home).



Sometimes, support agents might want to create a ticket for their customers, especially after receiving an inbound call. They can do so using the ticket form by clicking on the New button in the agent portal. 



The ticket form helps you collect all the facts you need at the very first step, eliminating the need for you to go back and forth to the customer with more questions. With this in mind, you can customize your ticket form to fit your business type or your internal support process. 


For example, you might need the customer’s order ID to speed things up a bit, or need special fields to better categorize the ticket. You can include the right ticket fields in your form, and let your customers and agents fill in the information you need in the format you want.


What are the default fields in Freshdesk?


Every Freshdesk account comes with a set of default fields that are important to the functioning of your helpdesk. These fields are a part of every ticket in your helpdesk, and will be used by your agents extensively as they try to resolve issues. For this purpose, default fields cannot be removed from your ticket form. However, you can control the way they are visible to your customers in your support portal, and in your feedback widget (you can learn more about field properties below).



Default fields
What they mean
Requester 
A new account will be created in your Freshdesk portal when a new user creates a ticket. It is a mandatory field for both your agents as well as customers when they submit a ticket. This field will be filled in automatically for a logged-in user.
Subject
Ticket subject helps you get quick context. A proper subject line will help you set up intuitive automation.
Type
Helps categorize the ticket according to the different kinds of issues your support team deals with. The values of the type field can be edited by clicking on the field. 
Status
Shows the current status of the ticket. The default statuses cannot be changed. However, you can edit the name of the statuses that is seen by the customer.
Priority
Shows whether the ticket is an Urgent, High, Medium or Low priority ticket. You can control what each priority means in Admin > SLA Policies. 
Group
Agent group that the ticket is assigned to. To edit the values of the group field, go to Admin > Groups.
Agent
Agent who is currently assigned and working on the ticket.
Description
Detailed description of the ticket.

The most important item from this list is the Status field, which is used to manage the lifecycle of the ticket in your helpdesk. It can be further customized to include custom ticket statuses based on your workflow and take advantage of SLA timers. You can read more about it in detail here. 


A quick guide to customizing the default fields in your ticket form:



  • Log into your Freshdesk account as an administrator.
  • Go to the AdminGeneral Settings > Ticket Fields. 
  • You can see all the default fields like Requester name, subject and description of the ticket, etc.
  • Click on any existing field to open the field properties editor.
  • You can customize the name of the default field for your customers. For example, the field your agents call Requester Email could be named as Your email address for your customers.
  • You can choose to make the field compulsory when agents create or resolve a ticket.
  • You can choose whether the field is visible to customers when they create a new ticket from your portal, whether they can edit it after creation, and if it is a required field when they submit the ticket.
  • You can also add your own custom fields.
  • Drag and move fields within the form to organize them in the right order.
  • Click Done and then Save to save this new form.


When you are done, try clicking on the New button to check how your ticket form has come up. Remember that customers will be seeing your ticket form when they submit a ticket through the portal as well as from the feedback widget on your website.  


Deleting a field

  • You cannot delete a default field. However, you can hide the field for your customer by unchecking the Displayed to customer option.
  • To delete a custom field you created, in Admin > Ticket fields, hover on the field you want to delete and click on the trash can icon that appears on the left.



The ticket form helps you take support queries and collect feedback from your customers. It is shown by default in your support portal and can be added as a widget to your website, your support portal and even your web application. 


Both agents and customers can use the ticket form to create a ticket. Your customers can access the ticket form from your customer portal (<yourcompanyname>.freshdesk.com/support/home).




Sometimes, support agents might want to create a ticket for their customers, especially after receiving an inbound call. They can do so using the ticket form by clicking on the New button in the agent portal. 


The ticket form helps you collect all the facts you need at the very first step, eliminating the need for you to go back and forth to the customer with more questions. With this in mind, you can customize your ticket form to fit your business type or your internal support process. 


For example, you might need the customer’s order ID to speed things up a bit, or need special fields to better categorize the ticket. You can include the right ticket fields in your form, and let your customers and agents fill in the information you need in the format you want.


What are the default fields in Freshdesk?


Every Freshdesk account comes with a set of default fields that are important to the functioning of your helpdesk. These fields are a part of every ticket in your helpdesk, and will be used by your agents extensively as they try to resolve issues. For this purpose, default fields cannot be removed from your ticket form. However, you can control the way they are visible to your customers in your support portal, and in your feedback widget (you can learn more about field properties below).



Default fields
What they mean
Requester 
A new account will be created in your Freshdesk portal when a new user creates a ticket. It is a mandatory field for both your agents as well as customers when they submit a ticket. This field will be filled in automatically for a logged-in user.
Subject
Ticket subject helps you get quick context. A proper subject line will help you set up intuitive automation.
Type
Helps categorize the ticket according to the different kinds of issues your support team deals with. The values of the type field can be edited by clicking on the field. 
Status
Shows the current status of the ticket. The default statuses cannot be changed. However, you can edit the name of the statuses that is seen by the customer.
Priority
Shows whether the ticket is an Urgent, High, Medium or Low priority ticket. You can control what each priority means in Admin > SLA Policies. 
Group
Agent group that the ticket is assigned to. To edit the values of the group field, go to Admin > Groups.
Agent
Agent who is currently assigned and working on the ticket.
Description
Detailed description of the ticket.

The most important item from this list is the Status field, which is used to manage the lifecycle of the ticket in your helpdesk. It can be further customized to include custom ticket statuses based on your workflow and take advantage of SLA timers. You can read more about it in detail here. 


A quick guide to customizing the default fields in your ticket form:


  • Log into your Freshdesk account as an administrator.
  • Go to the AdminGeneral Settings section > Ticket Fields. 
  • You can see all the default fields like Requester name, subject and description of the ticket, etc.
  • Click on any existing field to open the field properties editor.
  • You can customize the name of the default field for your customers. For example, the field your agents call Requester Email could be named as Your email address for your customers.
  • You can choose to make the field compulsory when agents create or resolve a ticket.
  • You can choose whether the field is visible to customers when they create a new ticket from your portal, whether they can edit it after creation, and if it is a required field when they submit the ticket.
  • You can also add your own custom fields.
  • Drag and move fields within the form to organize them in the right order.
  • Click Done and then Save to save this new form.


When you are done, try clicking on the New button to check how your ticket form has come up. Remember that customers will be seeing your ticket form when they submit a ticket through the portal as well as from the feedback widget on your website.  


Deleting a field


  • You cannot delete a default field. However, you can hide the field for your customer by unchecking the Displayed to customer option.
  • To delete a custom field you created, in Admin > Ticket fields, hover on the field you want to delete and click on the trash can icon that appears on the left.