Adding custom fields to your tickets and support request form

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132 Comments

  • Uri Argaman
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    Hi,

     

    I would like to add an additional email field that will add addresses to the ticket's CC field. Is this possible? 

     

    Thanks.

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  • Jessie Schutz
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    Hi Uri!

    As long as you're on the Team plan or higher, you can set up a Trigger to do this for you. Just a couple things to bear in mind: it'll only work if the people you want to CC are agents, and you'll have to use a drop-down or check box field as the custom field. It's not possible to fire triggers on free text fields.

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  • mail
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    Hi, I'd like to add a hidden text box to the form, but have is auto populated from an URL value, is this possible?

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  • Rebecca
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    Hi there!

    On our Team plan and above, you have full access to the code of your Help Center. As a result, you should be able to implement Javascript to accomplish this. In general, you'd likely want to add a custom text field to your Request form and then hide it using Javascript. You can then add some JS logic to fill in this text field with the URL parameters. Being custom code, I am not aware of any resources we have on how to go about this but I did find the following resource that seems to discuss what you're looking to do for the URL parameters. 

    You should be able to hide the field with one line of jQuery that grabs the custom field ID number from the DOM: 

      $('.request_custom_fields_32175007').hide();

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  • Gourav Kumar
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    how to add custom drop down ticket field through api?

    curl https://{subdomain}/api/v2/ticket_fields.json \
    -H "Content-Type: application/json" -X POST \
    -d '{"ticket_field": {"type": "tagger", "title": "myfield"}' \
    -v -u {emailid}:{password}


    {"error":"RecordInvalid","description":"Record validation errors","details":{"field_options":[{"description":"Field options: must contain at least one option","error":"EmptyValue"}]}}

    then i created custom drop down from ui. checked its detail and found that option get populated in key named custom_field_options

    so  i used

    curl https://{subdomain}/api/v2/ticket_fields.json \
    -H "Content-Type: application/json" -X POST \
    -d '{"ticket_field": {"type": "tagger", "title": "myfield","custom_field_options ":"{{\"name \":\"testing \", \"value \":\"testing \"},{\"name \":\"testing1 \", \"value \":\"testing1 \"}}"}}' \
    -v -u {emailid}:{password}

    but still getting same error.

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  • Jacob Mattison
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    Gourav -- the contents of custom_field_options should be an array of objects -- so the outer brackets should be square, not curly.

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  • Gourav Kumar
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    changed custom_field_options to 

    "custom_field_options ":"[{\"name \":\"testing \", \"value \":\"testing \"},{\"name \":\"testing1 \", \"value \":\"testing1 \"}]" 

    still getting same error

    {"error":"RecordInvalid","description":"Record validation errors","details":{"field_options":[{"description":"Field options: must contain at least one option","error":"EmptyValue"}]}}

     

    tried 

    "custom_field_options ":[{\"name \":\"testing \", \"value \":\"testing \"},{\"name \":\"testing1 \", \"value \":\"testing1 \"}]

    but got error

    {"error":"Unprocessable Entity","message":"Server could not parse JSON"}

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  • Jacob Mattison
    Comment actions Permalink

    Since the JSON text is enclosed in single quotes, you should not need to escape any double quotes. Just quote the items normally.

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  • Gourav Kumar
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    @jacob i already tried that 

    curl https://{subdomain}/api/v2/ticket_fields.json \
    -H "Content-Type: application/json" -X POST \
    -d '{"ticket_field": {"type": "tagger", "title": "myfield","custom_field_options ":[{"name ":"testing ", "value ":"testing "},{"name ":"testing1 ", "value ":"testing1 "}]"}}' \
    -v -u {emailid}:{password}

    Response:-
    {"error":"RecordInvalid","description":"Record validation errors","details":{"title":[{"description":"Title: cannot be blank","error":"BlankValue"}]}}

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  • Jacob Mattison
    Comment actions Permalink

    Gourav, you've got the right approach with this last one but it seems clear that you have typos or other syntax errors. This latest example has an extra quote after the square brace, and some extra spaces within the quotes. That last example looks correct otherwise, though -- keep trying to fix that one.

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  • Jessie Schutz
    Comment actions Permalink

    Thanks for helping out, Jacob!

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  • Ramon Boonstra
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    Hi there,

    Is there a way to make a custom field not changeable for agents(maybe greyed out)?
    So they only can see what the customer choose?

    Because I only want customers to edit this field.

    Thanks.

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  • Jessie Schutz
    Comment actions Permalink

    Hi Ramon!

    It's not possible to restrict a field so an agent can't edit it, I'm afraid. It's only possible restrict end-users from editing them.

    Can you tell me more about your use case?

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  • Ramon Boonstra
    Comment actions Permalink

    Hi Jessie,

    Our customers that use our webform enter an ticket-question-type (it's required).
    That way we route tickets to the right group.

    But an agent that views this ticket can change the ticket-question-type, but if they change this the right path is not followed (also my reports are not messed up). So thats why I would like to lock this field.

    Thanks.

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  • Amy Waugh
    Comment actions Permalink

    Ramon

    Have you tried not showing the field on the left hand side in your forms in Zendesk, to not allow the field to be visible or do you need the agents to still see it?

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  • Ramon Boonstra
    Comment actions Permalink

    I don't know what you mean, Where can I find this?

    The field must be visible for customers, but greyed out or not visible for agents.

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  • Jessie Schutz
    Comment actions Permalink

    Thanks for jumping in, Amy!

    @Ramon, the only solution I can think of here is to set up some triggers to automatically change the field back if it's been altered by an agent.

    When a selection is made in a drop-down menu, a corresponding tag is added to the ticket. You could set up a series of triggers to test whether the original tag exists, and whether it matches the current menu selection, and if it doesn't it'll change the menu selection back to what it should be.

    It'll be pretty labor intensive to set up, especially if the drop-down in question has a lot of options in it, but once it's done it should take care of the issue.

     

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  • Ramon Boonstra
    Comment actions Permalink

    Thanks for your help!

    But I think it's a bit to much work.

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  • David DeGrandpre
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    Regarding the persistence of data, there are times we want to deactivate certain options, but retain that data in a format other than tagging. In the past, when making a significant change, we created new fields and deactivated the previous ones (which our reporting analyst loved); however for one or two options changes, this is not a reasonable approach. Are there any plans to have the ability to deactivate options in a field rather than either delete them and rely on tags, or create an entirely new field? 

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  • Jessie Schutz
    Comment actions Permalink

    Hi David! Thanks for sharing your feedback on this! I can't speak to whether this is something we're looking at right now, but I didn't find a new-ish thread about this in our Product Feedback forum. You can find that here: Deactivating custom fields.

    There are only a couple comments right now, but I'd still encourage you to add your vote and detailed use case. This will help our Product Managers understand what you're trying to accomplish so they can figure out the best way to help you do it. (Bear in mind, they're not always able to respond).

     

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  • Graham Lower
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    Is it possible to enable a wysiwyg UI for description when using the {{request_form}} helper? 

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  • Nicole - Community Manager
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    Hey Graham - 

    It is not possible to add the WYSIWYG YI to the Help Center submit a request description text field. We do offer a WYSIWYG helper, but it's for editing article and most comments. 

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  • Frank
    Comment actions Permalink

    Hi! Is it possible to show the user an answer to his question right after he chooses the category to which this question is related?

    For example, we have only Visa and MasterCard payment options available on our website. And it would be great to show the user this information right after he chooses from drop-down list "Payment options" category of question.

    If this option is not available, please suggest the closest solution to my needs. The main goal is to answer some of the questions immediately to save time of our support team.

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  • Jessie Schutz
    Comment actions Permalink

    Hey Frank!

    If you're on the Professional or Enterprise plan, the Conditional Fields app may do what you're looking for.

    Otherwise, when you're creating a custom field, you can set a description for fields that are editable by your end users. You could include accepted payment methods there.

    Also, when your users start typing a subject for their support request, Guide will automatically suggest articles that may answer their question. If you have an article in your knowledge base that has this information, it should show up in the suggestions as long as the user is using the right keywords.

    If a user still ends up submitting a ticket after all of these deflection efforts and you're using Guide Professional, you could use Answer Bot to automatically suggest your articles pertaining to the payment methods you accept.

    If you're not interested in using Answer Bot, and you're on at least the Team plan, you could set up a trigger to send an email to any customer who selects that option from your drop down menu.

    Hopefully one of those options will work for you!

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  • Frank
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    Jessie, thank you very for your detailed answer! I'll discuss it with our QA, hope that some of the solutions will be applied to our website. 

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  • Account Team
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    How can i remove the source of information from the submitted ticket information.

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  • Roman Kurbatov
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    Hello there. I tried to add custom fields of different types at Admin/Ticket fields but when I try to create request and provide this fields as objects in the `custom_fields` array they are not added to the tickets. For { id: someId, value: 'someValue' } I see either nothing in response (if field is invisible) or { id: someId, value: null } if field is set as visible and field itself isn't added to the ticket. Should it be enabled somewhere else?

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  • Amie Brennan
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    Hi Account team,

    I'm going to create a ticket so we can discuss this one in a bit more depth from there. See you in the ticket. :)

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  • Michel
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    Hi Roman, 

     

    It seems that you have a ticket open with us already. It is a ticket open by Kent and you are CC'd on it. Since these are account related questions, for security purposes you will get answers within this ticket. 

    If you have any other question, you can log into help center and look at your activities to see which ticket you are CC'd on. 

     

    Cheers, 

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