We use Zendesk as an internal ITSM platform and have configured a large number of custom ticket forms (~80) to support different service request types across IT departments. However, when agents create tickets from the “support” workspace, they are only able to select default forms such as “Generic Request” and “Incident,” which affects service desk agents who frequently create tickets on behalf of users.
This creates a major issue where agents cannot select the correct form, leading to incorrect classification, missing required fields, and broken workflows. As a result, data quality decreases and automation, reporting, and SLA tracking become unreliable.
This problem occurs on a daily basis. Many requests come via phone calls or in-person interactions, and agents are required to log tickets manually. Since the correct forms are not available, they either choose incorrect ones or bypass structured data entirely. Over time, this creates inconsistencies in reporting and makes it harder to manage service categories effectively.
As a workaround, agents sometimes use the end-user interface to access the correct forms or manually adjust fields after creating the ticket. Both approaches are inefficient and increase the risk of human error.
Ideally, agents should have full access to all configured ticket forms directly within the agent workspace, with the ability to search and easily select the appropriate form even when a large number of forms is in use.
