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On the Agent Desktop, you use a form to configure the template used for a ticket. 

To create and design a form:

1. On the Ticketing Config screen, click the Forms tab and then click New.
   The Create Form window appears.
   

2. Specify the values in the following fields. 

   1. Name: Specify the name for the form.
   2. Description: Provide information about the form. This field is optional.

   3. Published: Select this checkbox if you want the form to be automatically published when it is created.

      
      

      Info
      To publish the form, select the form in the Ticket Config > Forms window. The Publish button is enabled, click Publish.

      
      

3. Click Save.
   The form is created, and the Design subtab opens.