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This article covers best practices for designing customer-friendly, accessible ticketing forms within Enterprise Service Management. It explains how to plan attributes, keep forms short and logically organized, write clear labels and help text, and use conditionally visible static content for longer guidance. It also offers practical tips on field types, default values, standard versus custom attributes, and how workflows affect ticket classification.

Information to help Enterprise Service Management (ESM) App Admins understand custom ticketing attributes, create, and manage them.