Can I change the text of Submit a request in the Help Center?

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40 Comments

  • Yvonne Tyson

    Hello, 
    I'm looking to add more fields to the Submit a Request Page in the Community section of our website. 
    In new_request_page.hbs I can see it's looking for {{request_form}} but where do I find the form to add new fields?

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  • Jake Bantz
    Zendesk Team Member

    Hi Yvonne, ticket fields and forms are managed from within the Zendesk Support interface. Depending on your plan type, you can view what options are available by following the content attached to Designing and Optimizing your Ticket Forms.

    I hope that is helpful to guide you through making the needed updates.

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  • Lila Kingsley

    Hello!  I am wondering if I can make the "Submit a request" link send users to a special ticket form when clicked on specific articles...but send users clicking it anywhere else to the default ticket form as it does today.

    From Jake's comment here, it appears you can set a specific ticket form for EVERY article...but what I want to do is a bit different, so hoping someone has some advice! 

    I believe it should be possible using if/else statements or is/isnt statements, but am having trouble constructing code that will work on the article page template.  Below is code that I got to sort of work...but it only worked for the isnt block  (the default form appeared on those articles) and not the is block (nothing appeared in the article footer on those articles).  

    CODE that partially works using sections

    Note: 

    • If possible I would prefer to use category to target the articles (as they are all in one) but can also use sections (there are 3).
    • Also, on the articles it works on the user first sees a "please choose your issue" drop down where it lists both forms which I don't want.  It's doing this whether I replace the request_callout with a specific form id or not.
    <div class="article-more-questions">
    {{#with section}}
    {{#isnt id 999999999999}}
    {{#isnt id 888888888888}}
    {{#isnt id 777777777777}}
    {{../request_callout}}
    {{/isnt}}
    {{/isnt}}
    {{/isnt}}
    {{#is id 999999999999}}
    {{#is id 888888888888}}
    {{#is id 777777777777}}
    <p>Have more questions?</p> {{#link 'new_request' class='submit-a-request' ticket_form_id='1234'}}TEST Special Contact Form{{/link}}
    {{/is}}
    {{/is}}
    {{/is}}
    {{/with}}
    </div>
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  • Ifra Saqlain
    Community Moderator

    Hi Lila Kingsley,

    You can achieve your point by doing this. 

    1). Check the section ID on article page.

     

    2). Add the custom link for specific first ticket form of first section's articles.

     

    3). Do same for specific second ticket form of second section's articles.

     

    First_Ticket_Form_ID

    Second_Ticket_Form_ID

    Remove these strings and add the special ticket form IDs from the custom links:

    {{#link 'new_request' class='submit-a-request' ticket_form_id='Ticket_Form_ID'}}Contact Us{{/link}}
    {{#link 'new_request' class='submit-a-request' ticket_form_id='Second_Ticket_Form_ID'}}

     

     

    3). Now, add the script code at the script.js file. This code is checking the form's ID of specific articles.

    I can hide the dropdown by CSS but that's hiding by default for all ticket form so I have do like this.

    function checkTicketId(){
    var formDropdownField = document.querySelector('.form-field.select.optional.request_ticket_form_id');
    if(window.location.href.indexOf('Form_ID')>0){ //Enter the first ticket form ID
    formDropdownField.style.display = "none";
    }else if(window.location.href.indexOf('Form_ID')>0){ //Enter the second ticket form ID
    formDropdownField.style.display = "none";
    }
    }
    checkTicketId();

    Screenshot for the same:

     

    here, Form_ID denotes the ID of that specific form where you want to hide the dropdown bar field. You will get the form ID in the searchbar.

     

    4). When you have done with this, test well.

    5). Example, I have two different sections with the articles and both section's articles contain different different ticket form because I have did the above code for two different section's articles.

     

    Hope, you will get your point. If any confusion let me know, I can explain more :)

    Thanks

    Ifra

     

     

     

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  • Lila Kingsley

    Thanks Ifra, I appreciate your help!

    One thing about the code for the article.hbs page though:  I need

    • ALL users who click the submit a request link on articles in my 3 sections to go to form A
    • BUT everyone else clicking it in any other article to our default form, form B

    I'd prefer not to have to list all sections in the template code as that would be a maintenance headache.  So I think I need nested IS/ISNT or nested IF statements + an ELSE statement.  I've tried various approaches to this like the code in my original message above but nothing works--when article.hbs allows a save it either shows only one of the form links or NO form links.

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  • Ifra Saqlain
    Community Moderator

    I'll get back soon.

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  • Ifra Saqlain
    Community Moderator

    Hi, I have also tried working only nested isnt is working.

    You can try this type:

     

    Add regex for breadcrumb  and check the category ID, If you would check the category ID then you won't need to check much IDs. By default your special form link would be hide.

     

    Thanks

     

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  • Lila Kingsley

    Ifra Saqlain  Thanks again!  I'm currently learning JavaScript so it's cool to see this code :)  What is the $('.special-link') value you're setting specialForm to?  I set the variables as written and did console.log() on them in the console, but I don't understand the results it returns for specialForm.  Would it be the ticket form url for the users who click the submit request link on articles in the category/sections I want going to a new form  (form A in my prior comment)?  

    And as a side note, I got the original section based code working using IS/ELSE using the structure posted by Chris in this comment

    <div class="article-more-questions">
    {{#with section}}
    {{#is id 1}}
    Have more questions? {{#link 'new_request' class='submit-a-request' ticket_form_id='1'}}Special Contact Form{{/link}}
    {{else}}
    {{#is id 2}}
    Have more questions? {{#link 'new_request' class='submit-a-request' ticket_form_id='1'}}Special Contact Form{{/link}}
    {{else}}
    {{#is id 3}}
    Have more questions? {{#link 'new_request' class='submit-a-request' ticket_form_id='1'}}Special Contact Form{{/link}}
    {{else}}
    Have more questions? {{#link 'new_request' class='submit-a-request' ticket_form_id='2'}}Standard Contact Form{{/link}}
    {{/is}}
    {{/is}}
    {{/is}}
    {{/with}}
    </div>
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  • Ifra Saqlain
    Community Moderator

    Cool that you got it finally.

     

    $('.special-link') value you're setting specialForm to?

    $('.special-link') - Class name

    specialForm - variable

     

    By default special form would be hidden and you are showing special form on specific articles by checking the category ID in the JS.

    If those articles belong to that category then a special link would be. shown otherwise that would be hidden.

     

     

     

     

     

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  • Lila Kingsley

    Ah yes, I should have caught that...thank you Ifra Saqlain!!!

    I may investigate hiding the class '.form-field.select.optional.request_ticket_form_id' in CSS...I think we can update all our help center's contact form links to a specific form id and not use the generic helper  {{request_callout}} or href="/hc/en-us/requests/new".

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