Using custom ticket fields and ticket forms with the Web Widget

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58 Comments

  • John E. Parra J.

    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
    Zendesk team member

    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

    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!

    0
  • Scott Dafforn

    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

    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

    Hi Romona,

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

    Thanks!

    0
  • Romona

    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

    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!

    0
  • Joe Beaudoin
    Zendesk Customer Advocate

    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!

    0
  • Gef Faelden

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

    1
  • Camila Carvajal

    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

    Hi Camila, 

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

    0
  • Charlie

    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
    Zendesk Community Team

    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.

    0
  • Charlie

    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

    Are conditional fields available yet? Last comment mentioning them was 2 years ago. 

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Mike,

    Conditional fields in the web-widget are now available :)

    You can find more information in the following article: Creating conditional ticket fields in Zendesk Support (Professional add-on and Enterprise)

    Let me know if you have any other questions.

    Cheers!

    0
  • Jamie Noell

    Thrilled to have the conditional fields in the Widget. However, not all fields that are in the conditional fields set-up screen are displaying in the Web Widget of the form.  Specifically, a date field is not showing in the Widget for any of the conditions set-up even though this date is working in the Help Center.  Similarly, one drop-down is showing (which drives the display of other fields), but another drop-down is not showing.  

    Are there field types that will not show as conditional fields in the Widget?

    0
  • Thomas D'Hoe
    Community Moderator

    Hi Jamie,

    Yes, as mentioned in this article there are some fields not supported in the Web Widget.
    "Regular expression, Date, and multi-select custom fields cannot be used in the Web Widget."

    For the moment I don't know about any ETA or roadmap for adding these extra fields in the Web Widget.

    Hope this helps a little bit.. 

    0
  • Kerry Scotney

    If I make a drop down Custom Field visible on the Web Widget, is there a way of suppressing some of the associated Field Values so they aren't made available to the Customer (but still available to the Agent when using the same Field)? 

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Kerry,

    I did some digging on my end and it doesn't look like this is possible at this time. You'd need to set up a public-facing field and an internal field to accomplish what you're looking for.

    Let me know if you have any questions for me!

    0
  • Ashline Mpofu

    So I am trying to show different ticket forms depending on context, it works with setting the settings on load but not with updateSettings. Is there any reason why updateSettings doesn't work for ticket forms? it's frustrating.

    This works

    <script type="text/javascript">
    window.zESettings = {
      webWidget: {
        contactForm: {
          ticketForms: [
            { id: ###### }
          ]
        }
      }
    };
    </script>


    but this doesn't

    <script type="text/javascript">
    zE('webWidget', 'updateSettings', { webWidget: { contactForm: { ticketForms: [ { id: ###### } ] } } }) </script>

    But is should, according to this  https://developer.zendesk.com/embeddables/docs/widget/core#updatesettings

    0
  • Greg - Community Manager
    Zendesk Developer Support

    Hey Ashline Mpofu! This definitely should work, however one thing to note is that when you use update settings, you do need to close and reopen the widget so that it loads the correct form. If it's still not working in that scenario, let me know and we can dig further into this!

    0
  • Ashline Mpofu

    Hi Greg, thanks for the response, I tried closing and reopening the widget, it doesn't work. I ended up having to reinitialise the widget i.e. removing it from the page and adding it again with updated initial settings. It's not ideal as it introduces a delay, but it's the only way I could make it work. It would be great if this issue was investigated and fixed

    1
  • Lila Kingsley

    Is it possible to rename the system fields in the web widget form?  For example, the ticket system field Description appears in the web widget contact form as "How can we help you?" even though the configuration has the title shown to end users field = Description.  

    0
  • Sebastien

    Hello Team,

    I am having the same issue as described here: https://support.zendesk.com/hc/en-us/articles/115004884827-Using-custom-ticket-fields-and-ticket-forms-with-the-Web-Widget?page=2#comments

    Ashline Mpofu have you been able to find another workaround instead of charging the widget multiple times?

    0
  • Scott Dafforn

    Hello all,

    Wondering if the widget supports the concept of a hidden field. There are contextual/account details that we need to capture on the page that don't need to be edited or displayed to end-users. I added a Text field to the widget with Agent only permissions and despite the fact that my page-level javascript does assign the correct value, no data is saved to the ticket for that field when it is submitted. I created a Text field with Read-only for end users permissions but this configuration doesn't work either. We would prefer to have a hidden field (NOT visible) to capture data like this.

    Is this possible today and am I just misconfiguring things, or is this functionality not supported?

    1
  • Jamie Noell

    Hi, Scott.  We have used the Hidden Ticket Fields app to hide fields that are set by a trigger or API which we do not want the agents to touch.  You can still see the value being set in the Events view of the ticket. The only drawback is that this is an enterprise-wide setting, so if you have multiple forms or brands, then the field is hidden for all.   

    0

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