Presenting ticket forms to end users (Professional add-on and Enterprise)

Return to top
Have more questions? Submit a request

90 Comments

  • Dan Ross
    Community Moderator

    Hey Jennifer

    Try adding this to your new_request_page.hdbs template:

    <script>
    $('.form-field.request_custom_fields_YOURCUSTOMFIELDIDHERE').prepend('HTML formatted text here');
    </script>

    This will put text in front of a custom field on your ticket submission form. You should be able to format the text with HTML. You could also use .append instead of .prepend to put the text after the field.

    Lastly, you could use Dynamic Content placeholders to keep your code a bit cleaner in the template and add support for different languages. 

     

    Hope that helps!

    0
  • Conza

    Hi,

    Can these ticket forms be embedded in a website? Or you need it via Guide and having that activated? 

    They can be utilised in web widget I gather? 

    All of the above?

    I have stores (internal) who don't know how to use Zendesk, and getting that trained would be a major undertaking - but a form in a website where they engage with Online support instead of sending a random email would be amazing. 

    Any ideas?

    Cheers

    0
  • Chad Hensley

    It seems that the main functionality that most are looking for is the ability to reply to a requester - who has submitted a request via email or submitted through a default form - and request that they fill out X form.

    It would be great if we could:

    1. Change to the form we actually need filled out in the ticket and submit it back to the requester requesting they fill out the form
    2. The reply to the requester in step 1 would be a link to the form to fill out and linked to the originally opened ticket #
    3. The requester clicks on the link and fills out the form and submits
    4. We now have all the info we need without the back and forth

     

    2
  • Devan - Community Manager
    Zendesk Community Team

    Hello Chad Hensley,

    I would recommend sharing this feedback in our product feedback forum so our developers can consider this for future updates to our product roadmap. 

    Best regards. 

    1
  • Mark Johnson

    +1 on Chad's suggestion - please let us know if you create a post in the product feedback forum - i'll upvote in there too ;) 

    0
  • Kevin Lewis

    How can you group your ticket forms to avoid a long endless list of forms in the drop down? 

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Kevin Lewis,

    I would recommend utilizing views to remedy the issues of never-ending lists of tickets. I've shared an article below that goes into detail on how to implement this in your Support instance. 

    Organizing tickets and users

    Best regards. 

    0
  • Kevin Lewis

    Devan,

     

    I was referring to a way to organize the list of ticket forms that show up in the submission drop down. 

    0
  • Jamal Westfield

    Hi Devan - Community Manager

     

    We currently have agents using Zapier combo of a Typepform which submits a bug to our Zendesk.

    Our clients can email in bugs etc, but we also have agents submitting bugs.

     

    We want to move over to Zendesk forms and need a way for our agents and clients to have access to submit a bug through different forms. However, we don't want our help center's form drop down to have a selection of 'staff' or 'client' to do this.

    What is the best approach and is this even doable with forms?

    0
  • Brett Bowser
    Zendesk Community Team

    @Kevin, I'm not aware of a way to filter this natively. You may want to take a look at our App Marketplace to see if there's a 3rd party integration available that will help.

    @Jamal, when creating your ticket form you will see an option titled Editable for end-users By disabling this option it should hide the form from end-users so you can have a separate one for agents.

    Let me know if you have any other questions!

    0
  • Daniel Conway

    Question - is there any way for end users to to access ticket forms (including custom fields, and their values / options) via an API? We're trying to present a form to customers in our app but can't seem to access this info via API.

     

     

    https://developer.zendesk.com/rest_api/docs/support/requests

    0
  • Kay
    Community Moderator

    Hi Daniel 👋

    I found out that it isn't documented, but sideloading the ticket fields should work.

    https://{subdomain}.zendesk.com/api/v2/ticket_forms/{form_id}.json?include=ticket_fields

     

    1
  • Daniel Conway

    Thanks Kay which endpoint did you use, with sideloading, to achieve this? Thanks!

    0
  • Kay
    Community Moderator

    https://{subdomain}.zendesk.com/api/v2/ticket_forms/{form_id}.json?include=ticket_fields

    1
  • Daniel Conway

    Thank you!

    0
  • Anais

    Hi there!

    We have 5 request types but 3 of them require the same set of information so we can use the same form for the three.

    For reporting and SLA purpose, we wish to require this information (request type) but it's partly redundant with the first field of form choice which, I suppose, can be saved (as a tag?) and exploited for SLA, etc.

    Would the best solution be cloning third time the same form to have this request type information, or use a specific field for request type (and ideally use JS so that this drop-down field is preselected/presents only the values according to the form choice) ?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Anais,

    If I'm understanding you correctly, it may be beneficial to just use a specific field for request time to prevent any confusion with duplicate forms. Perhaps others will have some advice for you as well :)

    0
  • Anais

    Hey Brett,

    Thanks a lot for your piece of advice.

    I was not pleased by the idea of having duplicated forms neither, but having specific field for request type means that I'm having a sort of duplicated field, and (to avoid asking twice the same question to users and having inconsistent reply between the two) it requires cautious JS coding, or I will have to "duplicate" conditions in business rules or views ( if I add this field only in the form for 3 types of request requiring the same set of information, and leave it blank in other cases). 

    So, in a sense, I think this is a choice between duplicated forms and duplicated fields, the key is to determine which would be less inconvenient...

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Anais,

    Thanks for the clarification! Depending on your plan level, you may be able to use the conditional fields feature which may be the easier option here.

    That way if a user selects a specific request type, they are presented with specific fields related to that request type. You shouldn't need any duplicate fields in that case.

    Otherwise, based on your previous response the duplicate form may be less convenient in this case.

    1
  • Anais

    Hey Brett,

    You're absolutely right, I can use the conditional field and that's the good solution !

    Thanks a lot !

     

    0
  • Jeff Tan

    Am I able to use ticket forms to present a custom messaging instead of having the end user fill out the form?

    e.g. if someone selects the Advertising option it will present a messaging of "Please visit this page for inquiries" instead of having the end user fill out the required fields.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Jeff,

    You would need to set this up using custom code in your Guide theme. There wouldn't be a way to accomplish this natively through ticket forms.

    Cheers!

    0
  • Jeff Tan

    Thanks, Brett. Is there an article that would help me accomplish this or am I the first one who wants to modify the ticket form to present a custom message? :)

    Within Guide we are using the default Copenhagen theme. I do not see a template file for ticket forms. Could you point me in the right direction? Thanks.

    0
  • Kay
    Community Moderator

    What are you trying to resolve Jeff? Would you like to change the title of the forms?
    Or what messaging are you referring to? A screenshot would help :)

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Jeff,

    This community post may help point you in the right direction: Put Free text in HC default ticket form

    I hope this helps!

    0
  • Jeff Tan

    Hi Kay,

    I am trying to see if I can re-purpose the ticket form to do something different. To summarize, we are going to be using the ticket form as the new Contact Us form for our community members to reach out to us and for us to better route tickets to the appropriate Zendesk group.

    We have added several ticket forms already but for some of them we don't need to have anything filled out (by default there are two or three required fields that must be filled out). Instead what we would like to do is if this option is selected from the dropdown by end users to present them with a message that says "Please click on this link" and does not require them to fill any form fields.

    If ticket form = X do this instead and show a message, else show the form fields and have the end user complete it.

    Thanks, Brett! I'll take a look.

    0
  • Kay
    Community Moderator

    Thanks for the detailed explanation, that makes sense.

    I think I have a better solution for you.

    Each ticket form has a unique link. Once the end-user selects that form from the dropdown you can redirect them directly to the link you want them to click on. Don't forget change the actual form ID to your correct form.
    You'll want to edit the script.js in your Guide Template for this, the process of that is explained here.

    // Example Form:
    // https://support.zendesk.com/hc/en-us/requests/new?ticket_form_id=253548

    if (window.location.href.indexOf("/requests/new?ticket_form_id=253548") > -1) {
    // redirect to
    window.location.replace("http://google.com");
    }
    0
  • Jeff Tan

    Thanks, Kay! I will test this in our test theme (not our production theme) or sandbox before I copy/paste this over.

    This will address the use case if want to redirect them over to another page.

    0
  • Jeff Tan

    Looks like that worked! For a split second the form is displayed but then is redirected to the new destination URL.

    For my other use case how can I still customize the form so that if ticket form ID = 1234 show a message instead and hide the form fields. Can I do that within the script.js file as well? Thanks in advance.

    0
  • Kay
    Community Moderator

    I missed that part of the question, sorry.
    Try this.

    // Example Form:
    // https://support.zendesk.com/hc/en-us/requests/new?ticket_form_id=253548

    if (window.location.href.indexOf("/requests/new?ticket_form_id=253548") > -1) {

    // change the header
    document.querySelector('.container h1').innerHTML = 'Please wait while we redirect you to the correct form..';
    // clear the form
    document.querySelector('.container .form').innerHTML = '';

    // redirect to
    window.location.replace("http://google.com");
    }
    0

Please sign in to leave a comment.

Powered by Zendesk