I see a number of situations where I might use the web widget but we're currently limited to a single, simple solution. It could be useful as an internal contact form for other business units or as an embedded form to intake customer requests through non-traditional channels (e.g. internal tools/systems) or a variety of directed use cases throughout your site or app. To facilitate those kinds of uses, the widget needs a number of config features:
- Hiding the submission URL: This is required for security reasons, as you don't want to expose the URLs of your internal tools to the ticket requester. A common scenario here is: customer contacts you in person or via a non-support channel (e.g. calls your front desk) and you want to enable a non-support agent to easily take down their info & submit a ticket on their behalf. This could simply be a toggle on the widget config or a configurable, static URL.
- Add CCs: Form submitter should be able to specify other addresses, just like a full ticket form.
- Multiple widgets per brand: A single, generic form doesn't allow us to target different groups. You may have one form for Product A, another for Product B, or different ones for each geographic region you cover. The widget snippets generated should be unique objects that can be appended to web pages in different contexts. A hacky workaround is to create a list of dummy brands and generate a form for each one, but that adds unnecessary brands to your list.
- Complete field/display options: This would be great to configure within Zendesk fields/forms, which the widget could then inherit. Logic for conditional/dependent fields or values would allow for more robust widget applications.
- Full access to custom fields: The custom fields dropdown only displays ~50 values, so many fields can't even be selected. It's not particularly clear how the values that do appear are sorted/included in the list of available ones.
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