Ticket forms are the forms utilized by the user to create tickets (when using
the web UI). These then translate the responses on the form into ticket
metadata.
These fall into one of two types:
Public - meaning both agents and end-users can see these
Internal - meaning only agents can see these
Form management
Instead of managing Zendesk forms via Zendesk itself, we instead use GitLab
itself via the
zendesk-ticket-forms-and-fields project.
This allows us to have version-controlled forms. For more information on
managing Zendesk via the various GitLab projects, please review
Using the sync repos.
