Now you can make it easier for your customers to initiate a support request in your help center by pre-filling ticket forms with relevant information. We've made the URL for the request form more flexible so that you can easily link to a form that has the details you already know filled out in advance.
Take a tour of the feature with this introduction video:
For more information, read the article Creating pre-filled ticket forms. Are you having trouble using this feature? Please reach out to us using this form (which is pre-filled, of course).
The feature is available on all accounts who have a working request form in their help center.
6 Comments
Very Nice! Thank you for including the video explainer also!
FYI for folks since I had to go through a few articles to find this out: this functionality requires templating API v2 which was released in early 2020. Details about v2 (including how to tell which version you're using) can be found here. Also be aware that v2 will require changes if you are currently using jQuery in v1.
Fantastic.... Thank you for this! Curious, what application are you using to draw on the screen during the presentation?
Hello! is it possible to pre-fill a field and not form? Essentially I would like the link to open with no form selected but pre-populate one of the fields.
Hello Rayelle Matthews,
Thank you for your post.
Yes, you can prefill a value of a field only as this parameter will be carried on in your navigation URL, but in order for this value to populate, the field needs to be part of the form.
I set the value of my Custom Ticket Field through the URL parameter as such :
Complete URL :
Then when I navigate to this URL, if one of the form that I open, contains this Field, then the value will be populated in the text input field related.
Here is a "live" example :
As you can see, my "TF" (Ticket Field) parameter and its value are carried over in the URL when changing the Form ID (see URL changing).
Hope this clarifies it, have a great rest of your day!
Best regards,
Remi Saumet Hi there, can we lock or gray out the prefilled field? We do not want users to see other options. Thanks.
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