Thanks ntozier, I will look at that link.BTW, I found custom forms (and then help topics) also only took me so far. I want to streamline the new ticket creation of certain help topics to where I don't need the technician to input issue details but other information. I can't seem to hide the "Issue Details" box on the ticket creation side and I also can't seem to hide the response text box after it is created (I would like there just to be a date/time box for a certain help topic). Is this possible?