Can I add a subject in the Web Widget contact form?

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9 Comments

  • Paul Lawrence

    How do you make the subject field in the web widget contact form a required field like the name field?

    I can only use the web widget JavaScript command contactForm: {subject: true} to display the subject field on my help center pages.

    2
  • Thomas de Silva
    Community Moderator

    @Paul

    Simlpy go to Ticket Fields. Click on the Subject field. Check the box "Required to sumbit a request" to the right below "Title shown to end users".

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

    1
  • Paul Lawrence

    @Thomas

     

    Thanks, but I do have that feature check. It is only being applied to the ticket form in the agent dashboard. It does not carry over to the web widget that uses the same ticket form.

    I have a support ticket 4772652 that goes into more detail.

     

    Paul

    0
  • Nicole S.
    Zendesk Community Team

    Hey Paul -

    Thomas is a community moderator, but not a Zendesk employee, so he wouldn't be able to see the body of your ticket. If you want to share additional detail, we may be able to continue assisting you here. Otherwise, you should receive a response in your private ticket soon.

    0
  • Lila Kingsley

    I have the same issue as Paul.  Subject field is configured as editable for end users/required to submit a request, and it works fine in the help center contact form, but, it is not working in the web widget contact form.  As Paul did, we're using the "subject: true" code here to show the subject field in the widget contact form, but the subject field shows to the end user as "Subject (optional)". 

    Can someone advise if there is a solution?

    1
  • Devan - Community Manager
    Zendesk Community Team

    Hello Lila Kingsley,

    So looking over your post and what you added via the link you shared, it seems you need to make sure in your web widget settings you turn on the toggle to replace the default contact form. I've shared a screenshot below for reference.

    Best regards. 

    0
  • Lila Kingsley

    Hey Devan - Community Manager, thanks for the response.  While the subject field does appear to be required, that setting is doing other weird things which include populating subject and description twice.  I have a ticket open with support, so hopefully we will be able to get this figured out.  But I believe I recall seeing somewhere that if you toggle that setting on, you need to set the ticket form in the API.

    0
  • Sam

    Hi Lila

    I am wondering if you solves this issue? I have just enabled the subject field and the same as your experience its marked as optional.

    Devan - Community Manager, I dont see the option for 'Ticket Forms' in our widget settings, I assume this is due to our subscription level?

     

    Sam

    0
  • Austin Lacey
    Zendesk Community Team

    Hi Sam,

    You are correct -- the Ticket Forms option in the widget settings will only appear if you have access to custom ticket fields feature, which begins at the Support Professional plan.

    0

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