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Tickets: Edit a ticket's question and question form fields

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Questioner information (question text and details and question form fields) can be edited when needed. For example, you may want to complete some of your custom question form fields for a ticket received via email. Edits to the questioner information can be made in two ways.

Please note that these instructions only pertain to editing the question and form responses for a ticket. If you need to make any changes to the patron's contact information (i.e., their name or email address) that can be done when viewing the user's ticket history.


Via the Questioner Information modal

  1. Click on the patron's name below the question text.
editing the question info from questioner information modal 1
  1. On the Questioner Information modal, click the Edit () button.
editing the question info from questioner information modal 2

Via the Question Actions button

  1. Click on the Question Actions button and select Edit ().
editing the question info from questioner actions menu

Edit the question and question form information

Once you've navigated to the Edit Question modal from one of the two ways above, you can edit fields including:

  1. Question: The text of the question field.
  2. Details: Any additional details added to the ticket.
  3. Custom question form fields:  Edit any custom fields that have been added to the queue's question form.
  4. User agent: Browser and operating system information captured when a question is submitted via the question form.
  5. IP Address: IP address captured when a question is submitted via the question form.
editing the question info

When finished making changes, click the Edit Question button.