In Zendesk, who can modify ticket forms?

In Zendesk, the ability to modify ticket forms is restricted to roles that have been granted specific permissions to manage configuration settings. Admins designated by the organization have the authority to create, edit, and delete ticket forms, as they are responsible for managing the overall setup and functionality of the Zendesk environment. This includes the ability to customize forms to ensure that they meet the needs of the business and facilitate effective communication with customers.

While account owners typically have all admin privileges, the question focuses on who can modify ticket forms specifically. It’s important to note that agents, unless specifically granted permission through their roles, do not have the ability to modify ticket forms. This ensures that only those with the appropriate administrative responsibilities and knowledge can make changes to critical support tools like ticket forms, minimizing the risk of unwanted alterations that could impact user experience or operational efficiency.