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Can I edit or customize a ticketing form?

# Customize or Edit a Ticketing System Form

Also known as: edit a ticket form, change a support ticket form, update ticketing system fields, modify a help-desk form

After you create a Ticketing System form, use these steps to add to or change its interactive features.

Step 1: Open the Form's Actions Menu

  1. Click on the Forms tab on the vertical Dashboard menu at the left side of the screen.
  2. Click on the Ticketing System tab.
  3. In the Tickets window, locate your form in the list.
  4. Click the ⋮ (three-dot) menu in the ACTIONS column for that form's row. This opens a dropdown with several options, including Access Management, Duplicate Form, Edit Form Settings, Form Builder, and Deactivate.

 Step 2: Edit Basic Form Settings

To change the form's name, recipients, or the "Members Only" setting:

  1. From the ⋮ Actions dropdown, click Edit Form Settings (gear icon).
  2. In the EDIT TICKETING FORM window that opens, update any of the following:

    • Form Name
    • Submission Response
    • Form Recipient(s)
    • Make Survey/Poll, Enable Ticketing, Make Form Uneditable, Member Dashboard/Portal Accessible checkboxes
    • Members Only — note this checkbox is locked on (not editable) whenever Enable Ticketing is on, since a ticket must be tied to a logged-in member's account
  3. Click Save to accept your changes and return to the TICKETS window.
    • To cancel instead, click Cancel, press Esc, or click the X in the top right corner.

 Step 3: Add or Edit Sections and Fields

To add new input fields or edit the layout of the ticket form itself:

  1. From the ⋮ Actions dropdown, click Form Builder (pencil icon) instead of Edit Form Settings.

This opens the FORM MANAGEMENT window with that form pre-loaded. If you open the wrong form by mistake, use the Select Form to Edit dropdown at the top of the window to switch to the correct one — it also includes a + CREATE NEW FORM option. From here, follow the same process used for Custom Forms:

  • See the Custom Forms help article, specifically the "Customize or Edit a Form" section, starting at "Custom forms display their requests for input in individual sections."