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Question

Creating unique "New Ticket" button

  • September 24, 2025
  • 3 replies
  • 69 views
F
Apprentice
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Hi all
Is there a way to add my own button/category to the New Ticket screen—similar to the buttons in the screenshot below—and have it open a dedicated (standard) form just for that purpose?

What I’m trying to do

  • Show a custom button for a specific request type

  • Route it to a unique ticket form with its own fields/defaults

I’ve looked through Admin settings/configurations but couldn’t find an option to add a new button or map a category to a separate form

 

So,

  1. Is this supported in Freshdesk?

  2. If yes, how do I set it up (steps/docs/code examples welcome)?

Thanks

3 replies

DanielRuff
Top Contributor ⭐
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  • DanielRuffTop Contributor ⭐
  • Top Contributor ⭐
  • September 24, 2025

Hi ​@Fatmir,

You created the thread under “Using Freshservice,” which refers to a completely different product. It’s important to post your questions in the correct category to ensure they reach the right audience and receive timely responses.

Unfortunately, it’s currently not possible to customize the agent view in any way. This functionality is only available for requesters and the available portals.

Best regards
Daniel

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F
Apprentice
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  • Fatmir
  • Author
  • Apprentice
  • September 24, 2025

Hi ​@Fatmir,

You created the thread under “Using Freshservice,” which refers to a completely different product. It’s important to post your questions in the correct category to ensure they reach the right audience and receive timely responses.

Unfortunately, it’s currently not possible to customize the agent view in any way. This functionality is only available for requesters and the available portals.

Best regards
Daniel

Hi Daniel,

Apologies for posting it in the wrong category.

 

Thank you for the information though. So I guess it’s not possible to have custom forms either. Thank you

James_David
Community Debut
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  • James_David
  • Community Debut
  • September 24, 2025

Freshdesk doesn’t currently allow adding new “buttons” to the New Ticket screen out of the box. What you can do instead is:

  1. Use multiple ticket forms (Admin → Workflows → Ticket Forms). Each form can have its own fields, defaults, and layout.

  2. Expose them through a support portal by creating different request categories in your Portal Customization (Admin → Channels → Portals). Each category can be mapped to the form you want.

  3. If you need a true button-style shortcut inside the agent New Ticket screen, you’d have to go the Freshdesk App Framework route and build a small custom app. Apps can inject UI elements (like buttons) and call the create_ticket API with predefined form data.

So:

  • Simple setup → use categories/forms through the customer portal.

  • Advanced/custom UI → build a Freshdesk app to add buttons in the agent view.

DanielRuff
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