Using custom ticket fields and ticket forms with the Web Widget (Classic)

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  • Elijah N.

    Are there any plans to support multi-select ticket fields in the web widget? Not being able to use all ticket fields in the web widget is a major drag.

  • Manny Ordoveza

    I cannot see a "custom ticket field" in the widget customization settings.


  • Avery Tritch

    I don't have any option in Channel -> Widget to add Custom Ticket Fields to the Contact Form. Where can I activate this?

  • Huy Tran

    How to pre-populate fields in Answer Bot form?

  • William Grote

    Any way to add a checkbox?  We only use the widget for sales question on our product web pages, but none the less, lots of support related chats come in, and we want an easy way to differentiate these at the beginning of the process?


  • Elaine
    Zendesk Customer Care
    Hi William,
    You should be able to add a checkbox custom ticket field on the widget by making sure of the following:
    1. The checkbox field is active from the list of your ticket fields (Admin > Manage > Ticket Fields)
    2. The ticket field is added into the form where you intend to use and show it to the end-users (Admin > Manage > Ticket Forms)
    3. From the Admin > Channels > Web Widget (Classic) under the specific brand where you're using the ticket form with the checkbox field, toggle enabled for Ticket forms
    4. Choose the checkbox field from the list of custom ticket fields together with the rest of the custom ticket fields you intend to show to your end-users
    5. Click the Save button under the particular brand
    As a guide, please do check the screenshot below on what it's supposed to look like:

    Hope this helps! Keep safe!
  • Roman Alekseiev

    Is it possible to set assignee from Web Widget? 

    I tried to set id of assignee custom field but it still assigns ticket to whole group. Maybe it is because of triggers, I do not know

  • Jim
    Zendesk Customer Care
    Hi Roman,

    I'm afraid to say that it's not possible to set the ticket's Assignee using the Web Widget, at this time. The only functionality that can help you route or assign automatically the ticket to a particular assignee, is the use of Trigger. We encourage you to submit feedback regarding this, by visiting this link.


    Customer Advocacy Team
  • Adam Prince

    We have SLAs tied to assigned Priority values, we can make that an available field in the form shown through the Web Widget?

  • Diogo Maciel
    Zendesk Customer Care
    Hi Adam! On the widget unfortunately you can only add custom fields aside from the defined default ones. This could still achieve your goal, as you can create a custom "Priority" field that changes the system Priority field via a trigger. More details about triggers can be found in the article below

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