The default ticket form

The default ticket form

The default ticket form is the catch-all the portal shows when a requester doesn’t pick a template — they hit “Raise a request → Anything else”, or the wizard couldn’t find a match.

Because it’s the catch-all, the form is deliberately minimal. The configuration here is for the bits that aren’t quite minimal — the bits you’ve decided every ticket should ask, regardless of category.

What ships

By default the form has:

• Subject — required, single line
• Description — required, multi-line (rich text)
• Attachments — optional, multiple files
• Urgency + Impact — optional, drives priority via the matrix

That’s it. Most trusts don’t need to add anything.

When to add fields

Add a field to the default form only if you’d ask the same question on every ticket regardless of what it’s about. Examples that pass the bar:

• “Is this affecting more than one person?” — feeds priority
• “Which academy are you at?” — useful for trusts with central + academy support split
• “Is this safeguarding-related?” — yes/no, gates a different routing path

Examples that don’t pass the bar:

• “Which printer?” — only relevant to printer tickets; this belongs on a printer template
• “What error code?” — only relevant to software issues; belongs on a software template

If you’re tempted to add it to the default form, you probably want to add it to a specific template instead. See Custom fields & ticket templates.

Why minimal matters

Every field on the default form is a friction point for the 80% of requesters who don’t need it. Making someone pick a school from a dropdown when the helpdesk knows they’re at academy X (because it’s their email domain) is a small cruelty repeated 200 times a day.

Field types

Same field types as ticket templates: text, textarea, dropdown, date, number, checkbox. Same behaviours: required, depends_on, options.

Order

Fields appear in the order set on this page. Subject + description always come first; everything else slots in after but before attachments.

Drag to reorder.