To create a ticket form in Freshdesk, go to Admin, then Workflows, then Ticket Forms as an admin, click New form, name it and click Create. Drag ticket fields into the form builder, then publish it to your portal or help widget. You can have up to 50 forms, but multiple forms need the Pro plan or above.
A ticket form is a structured way for customers to reach you, made up of ticket fields. Every Freshdesk support portal starts with one pre-configured form called Report an issue. Building your own lets you ask the right questions for each kind of request, so your agents get a bug report with the browser details already filled in, or a billing question with the order number.
Before you build
The default form is available from the Freshdesk Free program onwards, as of Nov 2026. Multiple forms are available from the Pro plan onwards, and you can create up to 50 ticket forms in one account. The default form is always published, and it's the one used on the customer portal and by agents through New, then New ticket.
It helps to list your request types before you open the builder. Most small teams need three or four forms at most, such as a bug report, a billing question and a general enquiry, rather than one for every product. Fewer forms are easier to keep accurate, and you'll stay well clear of the 50-form ceiling.
Building and publishing a form
- As an admin, go to Admin, then Workflows, then Ticket Forms, and click New form.
- Enter a name and description, then click Create.
- Drag fields from the left panel into the form. Click a field to set its customer behaviour, tooltips or placeholder text.
- Remove Subject or Description if you don't want free-text input. Search a requester and Company stay.
- Click Publish, choose the portals and widgets it should appear on, and click Save.
- To offer several forms on one portal, go to Admin, then Channels, then Portals, click Edit, open Manage sections and use the Add ticket form dropdown in the Ticket box.
How the form builder behaves
The left panel only lists ticket fields that have the Can view property switched on for customers. If a field you need is missing, that property is the reason. You can change a field's customer behaviour and add tooltips or placeholder text, but you can't change its agent behaviour from the form.
Every new form starts with four default fields. Search a requester and Company can't be removed. Subject and Description can, which is useful for a simple form where a dropdown says everything. For fields with dynamic sections, you can add the whole field or just one section of it.
One edit changes every copy
Freshdesk Support's guide to ticket forms flags the risk that catches teams out. Editing a form changes it everywhere it's deployed, on every portal and widget at once. So if you want to try a new field or wording, clone the form, test the clone, then publish it. And think hard before deleting: it's irreversible. Unpublish the form first and check your automation rules, because rules can depend on specific forms.
Beyond the portal
You can embed your default form on a page of your own website, and you can run automations based on which ticket form was used. That second option is where forms earn their keep: a form for refunds can route straight to the right team with the right priority.
How Zendesk handles ticket forms
Zendesk lets admins, and agents in custom roles, create multiple ticket forms for different request types. Forms can be shown to agents, end users or both, tailored by brand, and cloned. My guide to help desk software for small businesses compares the wider field.
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My advice before you publish
Keep each form short and specific to one type of request, and only ask for what your agents need to act. Clone before you edit anything that's live. Then tie each form to an automation rule so tickets land with the right person from the start. That's what turns a form from a contact box into a time saver. If you're still choosing a help desk, my list of Help Scout alternatives covers more options.
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Frequently asked questions
How many ticket forms can I create in Freshdesk?
Up to 50, though multiple forms need the Pro plan or above.
What is the default Freshdesk ticket form?
A pre-configured form called Report an issue, which is always published.
Can I remove the Subject field?
Yes. Subject and Description can be removed; Search a requester and Company can't.
How do I put a form on my portal?
Publish it from the form, or add it under Admin, Channels, Portals, Manage sections.
Can I undo deleting a form?
No. Deleting a form is irreversible.
