Ticket Form Improvement

Beantwortet

6 Kommentare

  • AJ Bouchard

    I agree! Business needs will often change over time. Here's one use case I've had to deal with: A set of forms is initially setup one way, and there's an optional field being shared across all of the forms. But then a business decision is made months later and we need to change the field to be required for submit but only on a specific form. In order to do that, we need to create a new ticket field for that form. The impact of changing a field can be felt in reporting and in integrations. The new ticket field has a new ID so integrations may break where field IDs are mapped. And reporting now has to account for multiple fields for one metric.

    Keeping the "required to submit" setting on the field makes sense, but then adding an optional setting at the form-level to overwrite the field setting would be handy.

    1
  • Stephen Belleau
    Community Moderator

    I think there might be a couple of ways to interpret your feedback.

    1. That you want to be able to decide whether Subject/Description should be required. Currently these system fields are always required. That cannot be changed.

    2. That we should be able to more easily decide on each ticket form whether a field is optional or required. Deciding this on the field-level is not flexible enough. Being able to set fields as conditionally required (https://support.zendesk.com/hc/en-us/articles/360035979753-Making-conditional-ticket-fields-required)is nicer, but still does not give us enough control.

    I think #2 is the more important part personally, and I don't mind that Subject/Description are always required no matter what. But maybe that's important for you? 

    0
  • Igor Maria

    Exactly! Actually at my work we need to have 2 forms.

    The First one is the Standard Form, that I use to open tickets about every Categories and the second I use to Allow Links to our platform.

    So, in the first one I agree that I can use the fields Subject and Description, but in the second I want to use only two new fields that I called User and Link, because, every ticket that the people open in this Form I need to know only these informations :D

    Thanks for the feedback and sorry for my english rsrs 
    Nice to meet you.

    1
  • Igor Maria

    Hi @... how are you?

    As it's not your first option, that's very situational ...

    As I explain to A. J. Bouchard I have two types of Forms the First one is the Standard Form, that I use to open tickets about every Categories and the second I use to Allow Links in our business platform.

    So, in the first one I agree that I can use the fields Subject and Description, but in the second I want to use only two new fields that I called User and Link, because, every ticket that the people open in this Form I need to know only these informations :D

    So, as you question me, yes, it's very important to me to decide what's the mandatory fields in the forms.

    Thanks for the feedback and sorry my basic english rsrs

    Nice to meet you :D

     

    1
  • Stephen Belleau
    Community Moderator

    @... Your english is great :) 

    Is this second form on your help center? If so, you might be able to hide subject/description and set them in the background. See below article, many users in the comments have tried doing this and shared their code.

    https://support.zendesk.com/hc/en-us/articles/115002860148/comments/360004902473

    For example it would look something like:

      //look for Allow Links Form id
    if (window.location.href == "https://YOUR.ZENDESK.DOMAIN/hc/en-us/requests/new?ticket_form_id=12345678") {
    // set subject and hide subject
    $('#request_subject').val("allow link submission");
    $('.request_subject').hide();
    // set description and hide description
    $('.request_description').hide();
    $('#request_description').val("see ticket fields");
    }
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  • Igor Maria

    Hi @...!

    Thanks for the informations!

    I think that this solution will help-me, I'll try to apply here, okay!?

    Thank you very much!

    A big hugh and be safe!

    0

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