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

Ticket forms are only available on Enterprise accounts or accounts with the Productivity Pack add-on. Accounts are limited to 300 ticket forms.

JSON Format

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

Name Type Read-only Mandatory Description
active boolean false false If the form is set as active
agent_conditions array false false Array of condition sets for agent workspaces
created_at string true false The time the ticket form was created
default boolean false false Is the form the default form for this account
display_name string false false The name of the form that is displayed to an end user
end_user_conditions array false false Array of condition sets for end user products
end_user_visible boolean false false Is the form visible to the end user
id integer true false Automatically assigned when creating ticket form
in_all_brands boolean false false Is the form available for use in all brands on this account
name string false true The name of the form
position integer false false The position of this form among other forms in the account, i.e. dropdown
raw_display_name string false false The dynamic content placeholder, if present, or the "display_name" value, if not. See Dynamic Content
raw_name string false false The dynamic content placeholder, if present, or the "name" value, if not. See Dynamic Content
restricted_brand_ids array true false ids of all brands that this ticket form is restricted to
ticket_field_ids array false false ids 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_at string true false The time of the last update of the ticket form
url string true false URL 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,  "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,    102,    200  ],  "updated_at": "2012-04-02T22:55:29Z",  "url": "https://company.zendesk.com/api/v2/ticket_forms/47.json"}

List Ticket Forms

  • GET /api/v2/ticket_forms

Returns a list of all ticket forms for your account if accessed as an admin or agent. End users only see ticket forms that have end_user_visible set to true.

Allowed For

  • Anyone

Parameters

Name Type In Required Description
active boolean Query false true returns active ticket forms; false returns inactive ticket forms. If not present, returns both
associated_to_brand boolean Query false true returns the ticket forms of the brand specified by the url's subdomain
end_user_visible boolean Query false true returns ticket forms where end_user_visible; false returns ticket forms that are not end-user visible. If not present, returns both
fallback_to_default boolean Query false true returns the default ticket form when the criteria defined by the parameters results in a set without active and end-user visible ticket forms

Using curl

curl https://{subdomain}.zendesk.com/api/v2/ticket_forms.json?active=true \  -v -u {email_address}:{password}

Example Response

Status 200 OK
{  "ticket_forms": [    {      "active": true,      "agent_conditions": [        {          "child_fields": [            {              "id": 44,              "is_required": false,              "required_on_statuses": {                "statuses": [                  "new",                  "open",                  "pending",                  "hold"                ],                "type": "SOME_STATUSES"              }            },            {              "id": 32,              "is_required": true,              "required_on_statuses": {                "statuses": [                  "solved"                ],                "type": "SOME_STATUSES"              }            }          ],          "parent_field_id": 5,          "value": "matching_value_1"        },        {          "child_fields": [            {              "id": 44,              "is_required": true,              "required_on_statuses": {                "type": "ALL_STATUSES"              }            },            {              "id": 32,              "is_required": false,              "required_on_statuses": {                "type": "NO_STATUSES"              }            }          ],          "parent_field_id": 32,          "value": "matching_value_2"        }      ],      "created_at": "2012-04-02T22:55:29Z",      "default": true,      "display_name": "Snowboard Damage",      "end_user_conditions": [        {          "child_fields": [            {              "id": 32,              "is_required": true            }          ],          "parent_field_id": 5,          "value": "matching_value_1"        },        {          "child_fields": [            {              "id": 44,              "is_required": false            }          ],          "parent_field_id": 32,          "value": "matching_value_2"        }      ],      "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": [        1,        4,        6,        12,        34      ],      "ticket_field_ids": [        2,        4,        5,        32,        44      ],      "updated_at": "2012-04-02T22:55:29Z",      "url": "https://company.zendesk.com/api/v2/ticket_forms/47.json"    }  ]}

Create Ticket Form

  • POST /api/v2/ticket_forms

Allowed For

  • Admins

Using curl

curl https://{subdomain}.zendesk.com/api/v2/ticket_forms.json \  -H "Content-Type: application/json" -X POST \  -d '  {    "ticket_form": {      "name": "Snowboard Problem",      "end_user_visible": true,      "display_name": "Snowboard Damage",      "position": 9999,      "active" : true,      "in_all_brands": false,      "restricted_brand_ids": [ 1,4,6,12,34 ],      "ticket_field_ids": [ 2,4,5,32,44 ],      "agent_conditions":    [                              {                                "parent_field_id": 5,                                "value": "matching_value_1",                                "child_fields": [                                  {                                    "id": 44,                                    "is_required": false,                                    "required_on_statuses": {                                      "type": "SOME_STATUSES",                                      "statuses": ["new", "open", "pending", "hold"]                                    }                                  },                                  {                                    "id": 32,                                    "is_required": true,                                    "required_on_statuses": {                                      "type": "SOME_STATUSES",                                      "statuses": ["solved"]                                    }                                  }                                ]                              },                              {                                "parent_field_id": 32,                                "value": "matching_value_2",                                "child_fields": [                                  {                                    "id": 44,                                    "is_required": true,                                    "required_on_statuses": {                                      "type": "ALL_STATUSES",                                    }                                  },                                  {                                    "id": 32,                                    "is_required": false,                                    "required_on_statuses": {                                      "type": "NO_STATUSES",                                    }                                  }                                ]                              }                            ],      "end_user_conditions": [                              {                                "parent_field_id": 5,                                "value": "matching_value_1",                                "child_fields": [ { "id": 32, "is_required": true } ]                              },                              {                                "parent_field_id": 32,                                "value": "matching_value_2",                                "child_fields": [ { "id": 44, "is_required": false } ]                              }                            ],      "default" : false    }  }' \  -v -u {email_address}:{password}

Example Response

Status 201 Created
{  "ticket_form": {    "active": true,    "agent_conditions": [      {        "child_fields": [          {            "id": 44,            "is_required": false,            "required_on_statuses": {              "statuses": [                "new",                "open",                "pending",                "hold"              ],              "type": "SOME_STATUSES"            }          },          {            "id": 32,            "is_required": true,            "required_on_statuses": {              "statuses": [                "solved"              ],              "type": "SOME_STATUSES"            }          }        ],        "parent_field_id": 5,        "value": "matching_value_1"      },      {        "child_fields": [          {            "id": 44,            "is_required": true,            "required_on_statuses": {              "type": "ALL_STATUSES"            }          },          {            "id": 32,            "is_required": false,            "required_on_statuses": {              "type": "NO_STATUSES"            }          }        ],        "parent_field_id": 32,        "value": "matching_value_2"      }    ],    "created_at": "2012-04-02T22:55:29Z",    "default": false,    "display_name": "Snowboard Damage",    "end_user_conditions": [      {        "child_fields": [          {            "id": 32,            "is_required": true          }        ],        "parent_field_id": 5,        "value": "matching_value_1"      },      {        "child_fields": [          {            "id": 44,            "is_required": false          }        ],        "parent_field_id": 32,        "value": "matching_value_2"      }    ],    "end_user_visible": true,    "id": 47,    "in_all_brands": false,    "name": "Snowboard Problem",    "position": 9999,    "raw_display_name": "Snowboard Damage",    "raw_name": "Snowboard Problem",    "restricted_brand_ids": [      1,      4,      6,      12,      34    ],    "ticket_field_ids": [      2,      4,      5,      32,      44    ],    "updated_at": "2012-04-02T22:55:29Z",    "url": "https://company.zendesk.com/api/v2/ticket_forms/47.json"  }}

Reorder Ticket Forms

  • PUT /api/v2/ticket_forms/reorder

Allowed For

  • Admins

Request Parameters

You can pass in the following parameter in the payload:

Name Type Comment
ticket_form_ids array An array of ticket form ids. Example: "[2, 23, 46, 50]"

Using curl

curl https://{subdomain}.zendesk.com/api/v2/ticket_forms/reorder.json \  -H "Content-Type: application/json" -X PUT \  -d '{"ticket_form_ids": [2, 23, 46, 50]}' \  -H "Content-Type: application/json" -X POST \  -v -u {email_address}:{password}

Example Response

Status 200 OK
{  "ticket_forms": [    {      "active": true,      "agent_conditions": [        {          "child_fields": [            {              "id": 44,              "is_required": false,              "required_on_statuses": {                "statuses": [                  "new",                  "open",                  "pending",                  "hold"                ],                "type": "SOME_STATUSES"              }            },            {              "id": 32,              "is_required": true,              "required_on_statuses": {                "statuses": [                  "solved"                ],                "type": "SOME_STATUSES"              }            }          ],          "parent_field_id": 5,          "value": "matching_value_1"        },        {          "child_fields": [            {              "id": 44,              "is_required": true,              "required_on_statuses": {                "type": "ALL_STATUSES"              }            },            {              "id": 32,              "is_required": false,              "required_on_statuses": {                "type": "NO_STATUSES"              }            }          ],          "parent_field_id": 32,          "value": "matching_value_2"        }      ],      "created_at": "2012-04-02T22:55:29Z",      "default": true,      "display_name": "Snowboard Damage",      "end_user_conditions": [        {          "child_fields": [            {              "id": 32,              "is_required": true            }          ],          "parent_field_id": 5,          "value": "matching_value_1"        },        {          "child_fields": [            {              "id": 44,              "is_required": false            }          ],          "parent_field_id": 32,          "value": "matching_value_2"        }      ],      "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": [        1,        4,        6,        12,        34      ],      "ticket_field_ids": [        2,        4,        5,        32,        44      ],      "updated_at": "2012-04-02T22:55:29Z",      "url": "https://company.zendesk.com/api/v2/ticket_forms/47.json"    }  ]}

Show Many Ticket Forms

  • GET /api/v2/ticket_forms/show_many?ids={ids}

Takes an ids query parameter that accepts a comma-separated list of up to 100 ticket form ids. This endpoint is used primarily by the mobile SDK and the Web Widget.

Allowed For

  • Anyone

Parameters

Name Type In Required Description
active boolean Query false true returns active ticket forms; false returns inactive ticket forms. If not present, returns both
associated_to_brand boolean Query false true returns the ticket forms of the brand specified by the url's subdomain
end_user_visible boolean Query false true returns ticket forms where end_user_visible; false returns ticket forms that are not end-user visible. If not present, returns both
fallback_to_default boolean Query false true returns the default ticket form when the criteria defined by the parameters results in a set without active and end-user visible ticket forms
ids string Query true IDs of the ticket forms to be shown

Using curl

curl https://{subdomain}.zendesk.com/api/v2/ticket_forms/show_many.json?ids=1,2,3 \  -v -u {email_address}:{password}

Example Response

Status 200 OK
{  "ticket_forms": [    {      "active": true,      "agent_conditions": [        {          "child_fields": [            {              "id": 44,              "is_required": false,              "required_on_statuses": {                "statuses": [                  "new",                  "open",                  "pending",                  "hold"                ],                "type": "SOME_STATUSES"              }            },            {              "id": 32,              "is_required": true,              "required_on_statuses": {                "statuses": [                  "solved"                ],                "type": "SOME_STATUSES"              }            }          ],          "parent_field_id": 5,          "value": "matching_value_1"        },        {          "child_fields": [            {              "id": 44,              "is_required": true,              "required_on_statuses": {                "type": "ALL_STATUSES"              }            },            {              "id": 32,              "is_required": false,              "required_on_statuses": {                "type": "NO_STATUSES"              }            }          ],          "parent_field_id": 32,          "value": "matching_value_2"        }      ],      "created_at": "2012-04-02T22:55:29Z",      "default": true,      "display_name": "Snowboard Damage",      "end_user_conditions": [        {          "child_fields": [            {              "id": 32,              "is_required": true            }          ],          "parent_field_id": 5,          "value": "matching_value_1"        },        {          "child_fields": [            {              "id": 44,              "is_required": false            }          ],          "parent_field_id": 32,          "value": "matching_value_2"        }      ],      "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": [        1,        4,        6,        12,        34      ],      "ticket_field_ids": [        2,        4,        5,        32,        44      ],      "updated_at": "2012-04-02T22:55:29Z",      "url": "https://company.zendesk.com/api/v2/ticket_forms/47.json"    }  ]}

Show Ticket Form

  • GET /api/v2/ticket_forms/{ticket_form_id}

Allowed For

  • Admins, Agents, and End Users

Parameters

Name Type In Required Description
ticket_form_id integer Path true The ID of the ticket form

Using curl

curl https://{subdomain}.zendesk.com/api/v2/ticket_forms/{ticket_form_id}.json \  -v -u {email_address}:{password}

Example Response

Status 200 OK
{  "ticket_form": {    "active": true,    "agent_conditions": [      {        "child_fields": [          {            "id": 44,            "is_required": false,            "required_on_statuses": {              "statuses": [                "new",                "open",                "pending",                "hold"              ],              "type": "SOME_STATUSES"            }          },          {            "id": 32,            "is_required": true,            "required_on_statuses": {              "statuses": [                "solved"              ],              "type": "SOME_STATUSES"            }          }        ],        "parent_field_id": 5,        "value": "matching_value_1"      },      {        "child_fields": [          {            "id": 44,            "is_required": true,            "required_on_statuses": {              "type": "ALL_STATUSES"            }          },          {            "id": 32,            "is_required": false,            "required_on_statuses": {              "type": "NO_STATUSES"            }          }        ],        "parent_field_id": 32,        "value": "matching_value_2"      }    ],    "created_at": "2012-04-02T22:55:29Z",    "default": true,    "display_name": "Snowboard Damage",    "end_user_conditions": [      {        "child_fields": [          {            "id": 32,            "is_required": true          }        ],        "parent_field_id": 5,        "value": "matching_value_1"      },      {        "child_fields": [          {            "id": 44,            "is_required": false          }        ],        "parent_field_id": 32,        "value": "matching_value_2"      }    ],    "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": [      1,      4,      6,      12,      34    ],    "ticket_field_ids": [      2,      4,      5,      32,      44    ],    "updated_at": "2012-04-02T22:55:29Z",    "url": "https://company.zendesk.com/api/v2/ticket_forms/47.json"  }}

Update Ticket Form

  • PUT /api/v2/ticket_forms/{ticket_form_id}

Allowed For

  • Admins

Parameters

Name Type In Required Description
ticket_form_id integer Path true The ID of the ticket form

Using curl

curl https://{subdomain}.zendesk.com/api/v2/ticket_forms/{ticket_form_id}.json \  -H "Content-Type: application/json" -X PUT \  -d '{ "ticket_form": {          "name": "Snowboard Fixed",          "display_name": "Snowboard has been fixed",          "in_all_brands": true,          "restricted_brand_ids": [],          "agent_conditions": [],          "end_user_conditions": []      }}' \  -v -u {email_address}:{password}

Example Response

Status 200 OK
{  "ticket_form": {    "active": true,    "agent_conditions": [],    "created_at": "2012-04-02T22:55:29Z",    "default": true,    "display_name": "Snowboard has been fixed",    "end_user_conditions": [],    "end_user_visible": true,    "id": 47,    "in_all_brands": true,    "name": "Snowboard Fixed",    "position": 9999,    "raw_display_name": "Snowboard has been fixed",    "raw_name": "Snowboard Fixed",    "restricted_brand_ids": [],    "ticket_field_ids": [      2,      4,      5,      32,      44    ],    "updated_at": "2012-04-02T22:55:29Z",    "url": "https://company.zendesk.com/api/v2/ticket_forms/47.json"  }}

Delete Ticket Form

  • DELETE /api/v2/ticket_forms/{ticket_form_id}

Allowed For

  • Admins

Parameters

Name Type In Required Description
ticket_form_id integer Path true The ID of the ticket form

Using curl

curl https://{subdomain}.zendesk.com/api/v2/ticket_forms/{id}.json \  -v -u {email_address}:{password} -X DELETE

Example Response

Status 204 No Content

Clone an already existing ticket form

  • POST /api/v2/ticket_forms/{ticket_form_id}/clone

Allowed For

  • Admins

Parameters

Name Type In Required Description
ticket_form_id integer Path true The ID of the ticket form

Using curl

curl https://{subdomain}.zendesk.com/api/v2/ticket_forms/{ticket_form_id}/clone.json \  -H "Content-Type: application/json" -X POST \  -v -u {email_address}:{password} \  -d { "prepend_clone_title": true }

Example Response

Status 200 OK
{  "ticket_form": {    "active": true,    "agent_conditions": [      {        "child_fields": [          {            "id": 44,            "is_required": false,            "required_on_statuses": {              "statuses": [                "new",                "open",                "pending",                "hold"              ],              "type": "SOME_STATUSES"            }          },          {            "id": 32,            "is_required": true,            "required_on_statuses": {              "statuses": [                "solved"              ],              "type": "SOME_STATUSES"            }          }        ],        "parent_field_id": 5,        "value": "matching_value_1"      },      {        "child_fields": [          {            "id": 44,            "is_required": true,            "required_on_statuses": {              "type": "ALL_STATUSES"            }          },          {            "id": 32,            "is_required": false,            "required_on_statuses": {              "type": "NO_STATUSES"            }          }        ],        "parent_field_id": 32,        "value": "matching_value_2"      }    ],    "created_at": "2012-04-02T22:55:29Z",    "default": true,    "display_name": "Snowboard Damage",    "end_user_conditions": [      {        "child_fields": [          {            "id": 32,            "is_required": true          }        ],        "parent_field_id": 5,        "value": "matching_value_1"      },      {        "child_fields": [          {            "id": 44,            "is_required": false          }        ],        "parent_field_id": 32,        "value": "matching_value_2"      }    ],    "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": [      1,      4,      6,      12,      34    ],    "ticket_field_ids": [      2,      4,      5,      32,      44    ],    "updated_at": "2012-04-02T22:55:29Z",    "url": "https://company.zendesk.com/api/v2/ticket_forms/47.json"  }}