Ticket Form and Routing Design to Capture the Right Information First Time
Design a support form that collects what agents need.
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[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Design a support request form and routing for Zendesk. Products or services and typical issues: [PRODUCTS_AND_ISSUES]. Information agents often have to ask for: [MISSING_INFORMATION]. Teams and skills: [TEAMS_AND_SKILLS]. Languages: [LANGUAGES]. Specify the form fields (request type, product, order number, description, urgency, attachments) with labels in plain words, which are required, conditional fields that appear by request type, and help text with examples. Define routing rules (request type and product to group, urgent keywords to a priority queue) in a table and the auto-reply text of under 80 words that sets expectations. Provide a test plan with eight sample requests and expected routing, and a metric (percentage of tickets needing a clarifying question) with the arithmetic and a target. Include accessibility checks for the form. Mark Zendesk field types, conditions and routing features [VERIFY] for my plan. Add a worked test table of three sample requests (a billing error with an order number, a login problem with no device details, a feature request) showing the expected group and priority, and the clarifying question the form should have prevented. Include a target for the share of tickets needing a clarification.
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