Is there a way to add a custom form as a standard on every ticket? If not, is there a way to add custom lists to the existing light blue areas of the ticket in agent view?
Add Default Form?
You would edit the Ticket Details form to make it default on every ticket.
- Edited
Right now the best I have been able to do is to add a new section (#3) by creating a new form. If I edit the Ticket Details form, it doesn't seem to show up on the ticket in agent view. It seems to only show up when the ticket is created through the web based submission process. In my environment, 99% of our tickets are opened via email so this means those fields won't automatically appear. The Additional Details form section that I created needs to be manually added to each ticket.
Is there a way to make it so that the Additional Details form is applied to every ticket by default? Ideally I would like to add the options into sections #1 and/or #2, but if I could just pin the Additional Details form to all tickets that would work too.
I don't think that I understand what you are asking.
Your screen shot shows that the emailed ticket has the form on it (#3).