Be able to change the fields in Ticket Form when adding on a Shortcut

Currently you can change the Ticket Form fields within the Knowledge base, and it updates the Knowledge base page.

However, those changes dont move onto the Ticket Form element, which you can add to a Shortcut in chat.
By default it has Name, Email, Phone and Message. These can not be change.
When you select a Lead Form element in Shortcut, you CAN change the fields.

Why am I using Ticket Form? Because Lead Capture Form doesnt give me email notifications so this is a work around. So there is a trade off here. Either use a Ticket Form that you cant modify the fields of and get email notification, OR use Lead Capture Form which you can modify the fields of but dont get email notification.

Thank you

Alistair

---
Originally posted by @AlistairMackay on community.tawk.to on 28 November 2025 · 1 vote