The ticket form helps capture the data you need from the customer when they submit a ticket. You can customize your Ticket Form to include the right ticket fields for your business, and let your customers and agents fill in the information you need in the format you want.
Freshdesk has different kinds of ticket fields that let you capture various types and levels of information. To add additional ticket fields, go to Admin > Workflows > Ticket Fields and drag and drop the required type of field to the ticket form.
Please refer to this article for detailed information on customizing your ticket form.