Using custom ticket fields and ticket forms with the Web Widget

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46 Comments

  • John E. Parra J.
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    Aimee Spanier Can you show us one example more real of prefill data because we have one account with all characteristics for this and when it is implemented does'nt work, thanks for your help.

    0
  • Jessie Schutz
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    Hey John! 

    Can you show us the code that you're using? That might help us figure out what's going wrong.

    0
  • Guillermo Gette
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    Hi there,

    I have been trying to prefill the fields of the contact form and is just not working for me. Can you guys have a look at this https://jsfiddle.net/sb7tpqax/2/ and let me know if you can identify the problem?

    Thanks!

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  • Scott Dafforn
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    Hi everyone,

    I'm having the same issue as some others in this thread - I'm unable to prefill custom fields on a web widget. I've seen the documentation and the formatting advice earlier in this thread (which wraps properties in quotes and makes prefill an array), neither of which work. Is anyone able to prefill custom fields successfully?

    Here's my javascript:

    <script type="text/javascript">
    zESettings = {
    webWidget : {
    contactForm:
    {
    fields: [
    {
    id: "00000",
    prefill: {
    "*": "Foo"
    }
    },
    {
    id: "11111",
    prefill: {
    "*": "Bar"
    }
    }
    ]
    }
    }
    };
    </script>

    Thanks!
    0
  • Romona
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    Hi Guillermo,

    Thank you for letting us know. Our Dev team is currently investigating and working on a resolution to this issue. 

    We appreciate your patience as we work on this issue. 

    Thanks. 

    1
  • Scott Dafforn
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    Hi Romona,

    Was your dev team able to resolve this issue or give you a timeline for resolution?

    Thanks!

    0
  • Romona
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    Hi Scoff,

    Unfortunately, our team is still working on this issue. However, I would be more than happy to keep you updated on our progress. Simply open a Support ticket with this issue and we will update you the moment this is resolved. 

    Cheers. 

    0
  • Krassmann, Konstantin - COREDINATE DE-UFF
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    Hi, i cant prefill the custom fields either. 

    I think the problem is in the timing in my  situation, as i load the companies name after the ze script is loaded

    zE('webWidget', 'updateSettings', {
    contactForm: {
    fields: [
    {
    id: '360016317232', prefill: {'*': 'Werk 1 GmbH'}
    }
    ]
    }
    });

    The "updateSettings" doenst work here!

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  • Joe Beaudoin
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    Hello Konstantine,

    Thank you for your message!

    Most of what you have written there looks exact, but I wonder whether there's a discrepancy in how you are writing the first line. In the following document, zEsettings is used in place of what you have, zE with "update settings" to follow:

    https://developer.zendesk.com/embeddables/docs/widget/settings#fields

    The other thing we should consider is that this command is text field only, so I'd like to confirm that you aren't attempting to prefill a value for (say) a dropdown field.

    In the event you try to fix the syntax and have confirmed that the field type is a text, I'd love to hear back about this! Give that a shot and let us know here if that helps.

    Thanks again!

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  • Gef Faelden
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    Why is there no option to reorder the custom fields for the web widget? 

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  • Camila Carvajal
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    Is there a way to add tags to a custom form? similar to:

    window.zESettings = {
      webWidget: {
        contactForm: {
          tags: ['new_tag', 'next_new_tag']
        }
      }
    };



    0
  • Romona
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    Hi Camila, 

    You can create a Trigger that adds tags based on the contact form used on the UI side. 

    0
  • Charlie
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    Like many others in this thread, I need the ability to add a hidden custom field of 'Member ID' so that we know for sure who we are chatting to. As they can edit their email address (and there's no way of preventing that) currently there is no way for us to know, for sure, who we are talking to.

    And from my research this would be a problem with all installations of Zendesk Chat, everywhere, so in my mind this is a security issue.

    0
  • Devan - Community Manager
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    Hello Charlie,

    It looks like the Community is having a bit of trouble finding an answer to your question. We'll add your ask to the Community Round up this month to give it some more publicity and see if we can find an answer.

    Best regards.

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  • Charlie
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    Devan - after some conflicting advice, we've managed to authenticate users in our App by using JWT: ttps://developer.zendesk.com/embeddables/docs/ios_support_sdk/sdk_set_identity#setting-a-unique-identity
    This will get around the urgent need for us to pass a hidden variable - although that would still be nice.

    The problem that remains (in terms of being weird/clunky) is that even once they are verified, we cannot hide the 'Email address' field in the 'Leave us a message' section of the widget. We can make that field uneditable, but cannot hide it.

    0
  • Mike Schepker
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    Are conditional fields available yet? Last comment mentioning them was 2 years ago. 

    0

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