To do this, you must first create your forms, from the Zendesk settings, by accessing "Manage". There, click on the "Ticket forms" option. You will find all the forms you usually use, or you can create a new one with the data fields you want to request from your customers. You can also select one to edit, clone or deactivate it.
Important: When creating the forms you can use only the fields provided by Zendesk, otherwise, if you generate extra (custom) fields, the form will not work.Then, all the forms you have in Zendesk can be incorporated into your AgentBot responses, using the Zendesk plugin, which will allow you to respond with the form to be completed when a user asks the question you have defined for this, and the data entered by the customer will automatically generate a new ticket in your Zendesk Support panel.
Tip: if you want the ticket number to be returned, you only need to enter the code %ticketId%Below you will see the step by step: