In order to customize ticket and contact forms you need to install Forms Designer. It is available for free for HelpDesk customizations. Forms Designer allows to design SharePoint forms with tabs, complex tables, and accordions among other UI elements.
You can find more information on how to use Forms Designer in the documentation.
In order to customize a form with Forms Designer navigate to the list the form is based on and select List or Library tab in the ribbon. There you will find a new button called “Design Form” under the “Customize List” section:
Clicking the button will load Forms Designer where you can edit your form in a simple drag-and-drop fashion:
You can easily rollback any changes applied to the form and return to the default form.
Default form layouts you can find in
<your HelpDesk site>/HD/FormsBackups/ folder.
All layouts are splitted by three folders:
For example, to restore ticket edit form you need to do following steps:
<your HelpDesk site>/HD/FormsBackups/Tickets/Item_edit.xfds.