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
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,  "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

NameTypeInRequiredDescription
activebooleanQueryfalsetrue returns active ticket forms; false returns inactive ticket forms. If not present, returns both
associated_to_brandbooleanQueryfalsetrue returns the ticket forms of the brand specified by the url's subdomain
end_user_visiblebooleanQueryfalsetrue returns ticket forms where end_user_visible; false returns ticket forms that are not end-user visible. If not present, returns both
fallback_to_defaultbooleanQueryfalsetrue returns the default ticket form when the criteria defined by the parameters results in a set without active and end-user visible ticket forms

Code Samples

curl
curl https://{subdomain}.zendesk.com/api/v2/ticket_forms.json?active=true \  -v -u {email_address}:{password}
Go
import (	"fmt"	"io"	"net/http")
func main() {	url := "https://example.zendesk.com/api/v2/ticket_forms?active=&associated_to_brand=&end_user_visible=&fallback_to_default="	method := "GET"	req, err := http.NewRequest(method, url, nil)
	if err != nil {		fmt.Println(err)		return	}	req.Header.Add("Content-Type", "application/json")	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "username:password"
	client := &http.Client {}	res, err := client.Do(req)	if err != nil {		fmt.Println(err)		return	}	defer res.Body.Close()
	body, err := io.ReadAll(res.Body)	if err != nil {		fmt.Println(err)		return	}	fmt.Println(string(body))}
Java
import com.squareup.okhttp.*;OkHttpClient client = new OkHttpClient();HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/ticket_forms")		.newBuilder()		.addQueryParameter("active", "")		.addQueryParameter("associated_to_brand", "")		.addQueryParameter("end_user_visible", "")		.addQueryParameter("fallback_to_default", "");
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("GET", null)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", Credentials.basic("your-email", "your-password"))		.build();Response response = client.newCall(request).execute();
Nodejs
var axios = require('axios');
var config = {  method: 'GET',  url: 'https://example.zendesk.com/api/v2/ticket_forms',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "username:password"  },  params: {    'active': '',    'associated_to_brand': '',    'end_user_visible': '',    'fallback_to_default': '',  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});
Python
import requests
url = "https://example.zendesk.com/api/v2/ticket_forms?active=&associated_to_brand=&end_user_visible=&fallback_to_default="headers = {	"Content-Type": "application/json",}
response = requests.request(	"GET",	url,	auth=('<username>', '<password>'),	headers=headers)
print(response.text)
Ruby
require "net/http"uri = URI("https://example.zendesk.com/api/v2/ticket_forms")uri.query = URI.encode_www_form("active": "", "associated_to_brand": "", "end_user_visible": "", "fallback_to_default": "")request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")request.basic_auth "username", "password"response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|	http.request(request)end

Example response(s)

200 OK
// 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

NameTypeInRequiredDescription
ticket_form_idintegerPathtrueThe ID of the ticket form

Code Samples

curl
curl https://{subdomain}.zendesk.com/api/v2/ticket_forms/{ticket_form_id}.json \  -v -u {email_address}:{password}
Go
import (	"fmt"	"io"	"net/http")
func main() {	url := "https://example.zendesk.com/api/v2/ticket_forms/47"	method := "GET"	req, err := http.NewRequest(method, url, nil)
	if err != nil {		fmt.Println(err)		return	}	req.Header.Add("Content-Type", "application/json")	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "username:password"
	client := &http.Client {}	res, err := client.Do(req)	if err != nil {		fmt.Println(err)		return	}	defer res.Body.Close()
	body, err := io.ReadAll(res.Body)	if err != nil {		fmt.Println(err)		return	}	fmt.Println(string(body))}
Java
import com.squareup.okhttp.*;OkHttpClient client = new OkHttpClient();HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/ticket_forms/47")		.newBuilder();
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("GET", null)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", Credentials.basic("your-email", "your-password"))		.build();Response response = client.newCall(request).execute();
Nodejs
var axios = require('axios');
var config = {  method: 'GET',  url: 'https://example.zendesk.com/api/v2/ticket_forms/47',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "username:password"  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});
Python
import requests
url = "https://example.zendesk.com/api/v2/ticket_forms/47"headers = {	"Content-Type": "application/json",}
response = requests.request(	"GET",	url,	auth=('<username>', '<password>'),	headers=headers)
print(response.text)
Ruby
require "net/http"uri = URI("https://example.zendesk.com/api/v2/ticket_forms/47")request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")request.basic_auth "username", "password"response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|	http.request(request)end

Example response(s)

200 OK
// 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"  }}

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

NameTypeInRequiredDescription
activebooleanQueryfalsetrue returns active ticket forms; false returns inactive ticket forms. If not present, returns both
associated_to_brandbooleanQueryfalsetrue returns the ticket forms of the brand specified by the url's subdomain
end_user_visiblebooleanQueryfalsetrue returns ticket forms where end_user_visible; false returns ticket forms that are not end-user visible. If not present, returns both
fallback_to_defaultbooleanQueryfalsetrue returns the default ticket form when the criteria defined by the parameters results in a set without active and end-user visible ticket forms
idsstringQuerytrueIDs of the ticket forms to be shown

Code Samples

curl
curl https://{subdomain}.zendesk.com/api/v2/ticket_forms/show_many.json?ids=1,2,3 \  -v -u {email_address}:{password}
Go
import (	"fmt"	"io"	"net/http")
func main() {	url := "https://example.zendesk.com/api/v2/ticket_forms/show_many?active=&associated_to_brand=&end_user_visible=&fallback_to_default=&ids=1%2C2%2C3"	method := "GET"	req, err := http.NewRequest(method, url, nil)
	if err != nil {		fmt.Println(err)		return	}	req.Header.Add("Content-Type", "application/json")	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "username:password"
	client := &http.Client {}	res, err := client.Do(req)	if err != nil {		fmt.Println(err)		return	}	defer res.Body.Close()
	body, err := io.ReadAll(res.Body)	if err != nil {		fmt.Println(err)		return	}	fmt.Println(string(body))}
Java
import com.squareup.okhttp.*;OkHttpClient client = new OkHttpClient();HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/ticket_forms/show_many")		.newBuilder()		.addQueryParameter("active", "")		.addQueryParameter("associated_to_brand", "")		.addQueryParameter("end_user_visible", "")		.addQueryParameter("fallback_to_default", "")		.addQueryParameter("ids", "1,2,3");
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("GET", null)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", Credentials.basic("your-email", "your-password"))		.build();Response response = client.newCall(request).execute();
Nodejs
var axios = require('axios');
var config = {  method: 'GET',  url: 'https://example.zendesk.com/api/v2/ticket_forms/show_many',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "username:password"  },  params: {    'active': '',    'associated_to_brand': '',    'end_user_visible': '',    'fallback_to_default': '',    'ids': '1%2C2%2C3',  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});
Python
import requests
url = "https://example.zendesk.com/api/v2/ticket_forms/show_many?active=&associated_to_brand=&end_user_visible=&fallback_to_default=&ids=1%2C2%2C3"headers = {	"Content-Type": "application/json",}
response = requests.request(	"GET",	url,	auth=('<username>', '<password>'),	headers=headers)
print(response.text)
Ruby
require "net/http"uri = URI("https://example.zendesk.com/api/v2/ticket_forms/show_many")uri.query = URI.encode_www_form("active": "", "associated_to_brand": "", "end_user_visible": "", "fallback_to_default": "", "ids": "1,2,3")request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")request.basic_auth "username", "password"response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|	http.request(request)end

Example response(s)

200 OK
// 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

Code Samples

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}
Go
import (	"fmt"	"io"	"net/http")
func main() {	url := "https://example.zendesk.com/api/v2/ticket_forms"	method := "POST"	req, err := http.NewRequest(method, url, nil)
	if err != nil {		fmt.Println(err)		return	}	req.Header.Add("Content-Type", "application/json")	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "username:password"
	client := &http.Client {}	res, err := client.Do(req)	if err != nil {		fmt.Println(err)		return	}	defer res.Body.Close()
	body, err := io.ReadAll(res.Body)	if err != nil {		fmt.Println(err)		return	}	fmt.Println(string(body))}
Java
import com.squareup.okhttp.*;OkHttpClient client = new OkHttpClient();HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/ticket_forms")		.newBuilder();RequestBody body = RequestBody.create(MediaType.parse("application/json"),		"""""");
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("POST", body)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", Credentials.basic("your-email", "your-password"))		.build();Response response = client.newCall(request).execute();
Nodejs
var axios = require('axios');
var config = {  method: 'POST',  url: 'https://example.zendesk.com/api/v2/ticket_forms',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "username:password"  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});
Python
import requests
url = "https://example.zendesk.com/api/v2/ticket_forms"headers = {	"Content-Type": "application/json",}
response = requests.request(	"POST",	url,	auth=('<username>', '<password>'),