BoldDesk supports multiple ticket forms to help teams capture the right information based on ticket type, department, or workflow. In some cases, an existing ticket may need to be reassigned to a different ticket form to ensure accurate fields, automation, and SLA handling.

This article explains how agents can change the ticket form on an existing ticket, including required permissions, supported behaviour, and common use cases.

Understanding Ticket Form Changes

A ticket form in BoldDesk defines:

• The fields shown on a ticket
• Required and optional information
• Data used by automation rules, SLAs, and reporting

When a ticket form is changed:

• The ticket updates to reflect the fields of the newly selected form
• Existing field values may be retained or hidden depending on field configuration
• Automation and SLA behaviour may update based on the new form

How to Change a Ticket Form in an Existing Ticket

Navigation Path Tickets → Open Ticket → Ticket Details

Step-by-Step Instructions

• Open the Tickets module.

• Select and open the ticket you want to update.

• Locate the Ticket Form field in the ticket details panel.

• Click the Edit / Change Form option.

• Select the required ticket form from the list of available forms.

• Confirm the selection and save the ticket.
  

  
  
  

The ticket will refresh with the fields and layout of the newly applied form.

What Happens After a Form Change

After a ticket form is changed:

• Automation rules may re-evaluate based on the new form
• SLA policies linked to the form may be applied or recalculated
• Required fields from the new form may prompt updates before closure

Permissions Required

To change ticket forms on existing tickets, the agent must have the appropriate permissions.

Required Permissions
Agent can view and edit tickets they have access to without restrictions. Without edit permissions, the option to change the ticket form will not be available.

Permissions are managed under: Admin → Agents → Roles & Permissions

Use Cases

• Reclassifying a ticket routed to the wrong department
• Applying a specialised form after initial triage
• Ensuring correct SLA policies are enforced
• Aligning tickets with reporting and analytics requirements
• Cleaning up tickets created with a default form

Troubleshooting

Cannot See the “Change Form” Option

• Confirm the agent has Edit Ticket permission
• Verify multiple ticket forms are enabled in the account

Required Fields Appear After Form Change

• This is expected behaviour if the new form includes mandatory fields

Automation Did Not Trigger

• Automation rules run based on configuration and conditions
• Form change alone does not guarantee automation execution

Frequently Asked Questions

1. Can contacts change the ticket form from the Customer Portal?
   No. Ticket form changes are available only in the Agent Portal.

2. Does BoldDesk allow automatic ticket form changes based on conditions?
   No. BoldDesk does not support automatic ticket form switching through automation rules.

3. Will changing the ticket form delete existing ticket data?
   No. Existing data is retained, but fields not part of the new form may be hidden.

4. Can I restrict certain agents from changing ticket forms?
   Yes. Access depends on role-based permissions configured by admins.

5. Is it possible to apply multiple ticket forms to a single ticket?
   No. Each ticket can have only one active ticket form at a time.

Related Articles

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2. How to Add a New Custom Field to a Ticket Form in BoldDesk
3. How to Set Up Multiform Feature in BoldDesk Ticket Forms