Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee the code. Zendesk also can't provide support for third-party technologies such as JavaScript, jQuery, or CSS. Please post any issues you have in the comments section or try searching for a solution online.
Question
How can I hide or remove the subject and description fields on the submit a request form in Help Center?
Answer
It is not possible to hide the subject and description from the Help Center new request form as they are required system fields needed for tickets to be created. You could however use Javascript or jQuery to autofill and hide these fields. An example of this would be:
$('.form-field.string.optional.request_subject').hide();// Hide subject
$('.form-field.string.required.request_subject').hide(); // Hide subject
$('.form-field.request_description').hide(); // Hide description
$('#request_subject').val('test subject'); // Autofill subject
$('#request_description').val('test description'); // Autofill description
This example is for the Copenhagen theme; if a Legacy Guide theme is being used this example code may not work and will need to be refactored for the legacy theme. 
69 Comments
You're welcome! And yeah you're right I didn't even notice your use of .label() which isn't valid for jQuery, so that would totally explain why it wasn't working. Glad that we could help you find a solution :)
Hi,
Hoping someone can help me. We are trying to hide the subject and description on just one of our forms and have them populate with details from the form upon submission.
However, the description on other forms is being overridden when an employee submits their requests. Below is the code we have used:
Any help would be great!!
//Form Submit
$(document).submit(function() {
//only run on specific form
if (window.location.href == "https://INSERTDOMAIN.zendesk.com/hc/en-us/requests/new?ticket_form_id=360000041815")
{
//set a string to equal the custom field value
var subjectstring1 = $("#request_custom_fields_360000255215").val();
//set subject to equal a string including field value string
$('#request_subject').val("Employee Departure" + " - " + subjectstring1);
}
{
//set a string to equal the custom field value
var subjectstring1 = $("#request_custom_fields_360000255215").val();
//set description to equal a string including field value string
$('#request_description').val("Employee Departure" + " - " + subjectstring1);
}
});
//End Form Submit
//adding a disclaimer
var selected = $('#request_issue_type_select option:selected').text();
if (selected == "Departure Request") {
$('div.request_ticket_form_id').append('<p></p>');
}
//end disclaimer
//hide system fields based on ticket forms (change subdomain and form id)
if (window.location.href == "https://INSERTDOMAIN.zendesk.com/hc/en-us/requests/new?ticket_form_id=360000041815") {
$('#request_subject').val('"Employee Departure" + " - " + subjectstring1');
$('#request_description').val('"Employee Departure" + " - " + subjectstring1');
$('#request_subject').parent('.request_subject').hide();
$('#request_description').parent('.request_description').hide();
}
Hi Jamee Lewis
It looks like the part of the code where it is updating the description is not within the if statement so its going to run for every form:
I believe you would want to move the update description field portion within the if statement where you are updating the subject field with the custom field value and it should resolve that issue. Here is just the form submit update that worked with testing on my end:
Please let me know if you have any questions or run into any other issues
Hi There Socorro Fernandez
Hope you are able to help, is there a code i can enter on our script.js to customize the description to our users on our Description box?
Thanks for your help!
There's one thing that is a big downer about using this code to hide the system fields. If you have any Required Fields, and the customer doesn't fill it out, once the system reloads the page to show the warning that the field cannot be blank (or whatever the requirement is), it drops the ticket form id from the URL. Once this happens, all the hidden fields will show back up, including any custom text you've added to said fields.
I was able to successfully hide and auto fill several system fields, but I'm having trouble with custom fields.
Here is the code I used to hide a custom drop down field:
Hide category
$(document).ready(function() {
$(".request_custom_fields_360024163811").hide();
});
Hiding it works, but I can't figure out how to auto populate this field. I've tried things like the following with no luck:
$('#request_custom_fields_360024163811').val('Equipment Request'); // autofill category
Can someone tell me how to set this drop down field to a pre-defined value?
Thank you!
So working with the below code I was able to get it working with a couple issues. First issue is I do not want to change the description at all. But i can not remove that part without all of it breaking. It just does nothing if I remove the 'set description' part.
I just want the Subject to be replaced with the contents of the custom field. But even with that part of this it seems to be showing the tag of the item selected and not the label value. The customer can see the subject, so of course i do not want the tag showing.
How do I remove the description part and show the Value in the Subject and not the tag for it?
//Form Submit
$(document).submit(function() {
//only run on specific form
if (window.location.href == "http://(brandx).zendesk.com/hc/en-us/requests/new?ticket_form_id=360001458394")
{
//set a string to equal the custom field value
var subjectstring1 = $("#request_custom_fields_360041921694").val();
//set subject to equal a string including field value string
$('#request_subject').val("Rollback" + " - " + subjectstring1);
//set description to equal a string including field value string
$('#request_description').val("Rollback" + " - " + subjectstring1);
}
});
//End Form Submit
Hello
How am I going to do this in V2 without jQuery?
You can still do this in V2, but you have to import the jQuery library in your Guide theme:
https://support.zendesk.com/hc/en-us/articles/360037983854-Importing-or-upgrading-jQuery
Please sign in to leave a comment.