What are Ticket Questions? (Forms)
Ticket Questions are customizable questionnaires that appear when a user clicks to create a ticket. Before the ticket channel is created, the user answers your predefined questions through Discord's modal interface. Their responses are then displayed in the ticket, giving your staff immediate context.
Instead of starting every ticket with "How can I help you?" followed by 5 minutes of back-and-forth clarification, Ticket Questions ensure staff have all the essential details from the moment the ticket opens.
Why Forms Improve Support
Faster Resolution
When staff have all the necessary information upfront, they can start solving the problem immediately instead of asking clarifying questions.
Better Organization
Form responses are displayed in a structured format. No more hunting through chat messages to find order numbers or usernames.
Consistent Information
Every ticket includes the same baseline information, making it easier to track patterns and train new staff members.
User Self-Reflection
The act of filling out a form often helps users better articulate their problem, leading to clearer initial descriptions.
Question Types
Ticket King Ticket Questions support multiple question types to collect different kinds of information:
Short Text
Single-line text input for brief responses. Perfect for usernames, order numbers, or one-word answers.
Example: "What is your in-game username?"
Long Text
Multi-line text area for detailed responses. Ideal for issue descriptions, bug reports, or suggestions.
Example: "Please describe your issue in detail."
Multiple Choice
Dropdown menu with predefined options. Great for categorizing issues or selecting from a list of products/services.
Example: "What platform are you playing on?" (PC, PlayStation, Xbox, Mobile)
Example Use Cases
Bug Reports
Collect the information developers need to reproduce issues:
- • What were you trying to do?
- • What happened instead?
- • Steps to reproduce the bug
- • Any error messages displayed?
Refund Requests
Gather order details and reason for the request:
- • Order number or transaction ID
- • Date of purchase
- • Reason for refund request
- • Preferred resolution (refund, exchange, store credit)
Technical Support
Collect system information for troubleshooting:
- • Operating system and version
- • Application version
- • Description of the problem
- • What have you already tried?
Ban Appeals
Gather information for moderation review:
- • Username at time of ban
- • Approximate date of ban
- • Why do you believe you were banned?
- • Why should we consider an appeal?
Setting Up Ticket Questions
- 1
Open Panel Settings
Go to the Ticket King dashboard, navigate to Panels, and select the panel you want to add forms to.
- 2
Enable Ticket Questions
Find the Ticket Questions section in your panel settings and toggle it on. You can enable forms for specific buttons if you have multiple.
- 3
Add Your Questions
Click "Add Question" and enter your question text. Choose the question type and whether it's required or optional.
- 4
Arrange Question Order
Drag and drop questions to arrange them in the order you want users to see them. Put the most important questions first.
- 5
Save and Test
Save your changes and create a test ticket to see the form in action. Adjust questions based on what information you actually need.
Best Practices
- Keep It Short: Aim for 3-5 questions maximum. Too many questions discourage users from creating tickets.
- Be Specific: "Describe your issue" is vague. "What were you trying to do when the error occurred?" is actionable.
- Use Required Wisely: Only mark questions as required if you truly can't proceed without the answer.
- Different Forms for Categories: A bug report needs different questions than a billing inquiry. Use different forms for different panel buttons.
Set Up Ticket Questions Today
Get the information you need upfront with Ticket King's free Ticket Questions feature.