How to Create a Zendesk Support Ticket Form in WordPress

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Are you looking to create a customized Zendesk support ticket form in WordPress? With WPForms, you can easily allow your users to request assistance on your site and ask for whatever information you need.

In this article, we’ll look at how to create a Zendesk support ticket form in WordPress.

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Why Use WPForms With Zendesk?

Zendesk is the most popular support ticket system that allows you to track, prioritize, and solve customer support tickets. You can manage all your customer information in one place, which makes communication with your customers easy and efficient.

If you want to allow your customers to submit a Zendesk ticket on your site, you can embed a simple contact form using WPForms.

But what if you want to customize the form to request more information, add images to your form or other custom HTML, or send additional form notifications when it’s submitted?

With WPForms, you can easily create a custom support ticket form in WordPress and connect it with Zendesk. No need to learn any code!

How to Create a Zendesk Support Ticket Form in WordPress

Step 1: Install and Activate WPForms

The first thing you’ll need to do is install and activate the WPForms plugin. For more details, see this step by step guide on how to install a plugin in WordPress.

Next, you’ll need to install and activate the Zapier addon. It lets you connect your WordPress forms to over 5,000+ web apps, including Zendesk. It’s quick and easy, and the best way to manage support tickets submitted on your WordPress website.

To do this, go to WPForms » Addon and find the one labeled Zapier. Click Install Addon and then Activate.

Installing the Zapier addon

For more help with this step, take a look at how to install and use the Zapier addon.

Step 2: Create Your Zendesk Support Ticket Form

Now you’ll need to create a new form.

To do this, go to WPForms » Add New and enter a name for your form. Then move down to the Select a Template section.

Search for “support ticket” and choose the Support Ticket Form template by clicking on the Use Template button.

Choosing the Support Ticket Form template

WPForms will create a form for you and load it in the form builder.

Customizing the Support Ticket Form template

You’ll see your support ticket form has the following form fields:

  • Name
  • Email
  • What can we help you with today? (Multiple Choice)
  • If other… (Single Line Text)
  • Your website (Website / URL)
  • Issues / Message (Paragraph Text)

Of course, this is just to get you started and is geared towards those who provide computer support to customers. You can easily add or remove any form fields you want to customize the support form to meet your needs.

To add additional fields to your form, drag them from the left hand panel to the right hand panel.

Then, click on the field to make any changes. For instance, you can select the Multiple Choice field to change the support topics.

Editing the choices for the What can we help you with today? field in the Support Ticket Form

You can also click on a form field and drag it up or down to rearrange the order of your form.

Here are a few tips to help more your support form more efficient:

  • Ask detailed questions in your support ticket form. This can help you better understand the issues of your customers and resolve them quickly.
  • If you have extensive documentation published on your site, you might want to encourage your users to read it before submitting a support ticket. You can add a link to your documentation in your form using the Content field.
  • Tell your customers how long it usually takes to get a response from an agent in the form confirmation or email notification. This can help your customers to set an expectation on turnaround time.

The Support Ticket Form template also uses smart conditional logic to show or hide the If other… field based on which choice users select from the What can we help you with today? field.

Setting up conditional logic for a field in a support ticket form

To learn more about how this works, check out our conditional logic tutorial.

And for more help creating your form, check out this tutorial on how to create a support ticket form in WordPress.

Finally, make sure to submit a test entry for your support ticket form. You’ll need this later when connecting WPForms to Zapier.

You can submit a test entry by clicking on the Preview button at the top of the form builder.

Previewing your form

Then fill out the form and click the Submit button.

Now, let’s take a look at how to connect your WordPress support form to Zendesk.

Step 3: Create a New Zap

The first thing you’ll need to do is log into your Zapier account and click on the Create Zap button near the top of the screen. If you don’t have a Zapier account, you can create one here.

Creating a zap in Zapier

Next, you’ll need to choose a trigger app, which in our case is WPForms. Search for WPForms in the search bar and click on it.

Choosing the WPForms app event in Zapier

Then you’ll have to select what event will trigger the Zap. The only option available for WPForms will be New Form Entry.

Choosing New Form Entry as the trigger for a Zapier zap

Click Continue to make WPForms the trigger when a form entry is submitted on your website.

Now you’ll need to connect Zapier to your WPForms account. Click Sign in  in the Zap wizard.

Choose your WPForms account to connect to Zapier

This will open a popup where you need to enter your site’s URL and Zapier API key.

To find your API key, open your WordPress admin dashboard in a new tab and go to WPForms » Settings » Integrations. Then expand the Zapier section.

Copying the Zapier API key in the WPForms settings

Here you can copy your API key and paste it into the popup window.

Allowing Zapier to access WPForms

Once your WPForms account is connected to Zapier, you’ll have to choose which form to connect to this Zap. Select your support ticket form from the dropdown.

Choosing your support ticket form in the Zapier wizard

Click Continue. Zapier will now test your WPForms connection to make sure everything is working right. Click Test trigger.

Testing your Zapier WPForms connection

If you’ve set your Zap up right so far, you’ll see the test entry that you submitted to your support ticket form.

A Zapier trigger test for a support ticket form

Click Continue one more time to set up the action half of your Zap.

Step 4: Connect Your WordPress Forms to Zendesk

Now that Zapier is connected to the WPForms plugin, you need to connect WPForms to Zendesk.

To start, search for the Zendesk app in the search bar and select it as the action app.

Choosing Zendesk as the action app in Zapier

Next, you’ll choose the Zendesk action. Since we are creating a support ticket form to collect site visitor support requests, we’ll select Create Ticket.

Selecting Create Ticket as the action in Zapier

Click Continue.

Now you need to connect your Zendesk account to Zapier. Click Sign in.

Signing in to connect Zendesk to Zapier

This will open a popup window where you’ll need to enter your Zendesk URL, email address, and API key.

Adding your Zendesk URL, email, and API key in Zapier

If you need help finding your API key, see Zendesk’s documentation on how to enable and generate API tokens.

Click Yes, Continue to close the popup window. Then click Continue in the Zap setup wizard to proceed to the next step.

Now you need to set up a Zendesk ticket template. In this step, you’ll have to configure the correct WPForms fields in its corresponding Zendesk ticket fields. Use the dropdowns to select the corresponding fields from your WordPress form.

Creating a Zendesk ticket template from your support ticket form in Zapier

The 2 required fields are Subject and First Comment/Description. We’ll connect them to the What can we help you with today? and Issues/Message fields.

Fill out any other fields you want to connect such as the Requester Name and Requester Email, then click Continue.

Filling out required ticket template fields for Zendesk in Zapier

Now Zapier will test your connection to Zendesk just like it did for WPForms. Click Test action to continue.

Testing your Zapier Zendesk connection

If everything is set up properly, you’ll see a success message.

A success message for a Zapier Zendesk action test

You can also check Zendesk to see if your test submission has now added as a ticket in your account.

Lastly, don’t forget to publish your Zap so that when someone submits a support ticket form on your WordPress website, the form entry goes directly to your Zendesk account.

Publishing your Zendesk WPForms Zap

Next, Connect Your WordPress Site to Discord

And there you have it! You now know how to create a custom support ticket form in WordPress with Zendesk. If you like using Zapier for automation, you might want to check out how to connect your WordPress contact form to Discord.

So, what are you waiting for? Get started with the most powerful WordPress forms plugin today.

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