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



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Aimee Spanier

Zendesk Documentation Team

Edited Jul 11, 2024


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32 comments

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.

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

 

1


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

2


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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!

1


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

0


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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.


Best,

Customer Advocacy Team

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

0


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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

https://support.zendesk.com/hc/en-us/articles/4408822236058-About-triggers-and-how-they-work

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So what if we want to make it so that the web widget does not display certain forms unless someone is logged into our site and their site login username (email address) matches their Zendesk login username (email address)?  

 

Example, we have our HC code edited so that only logged in users with certain user tags can see certain forms. Is there a way to make the classic web widget mirror this? 

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In the Form Can we give read-only permission in custom field??
If yes how?

1


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Nara

Zendesk Customer Care

Hi Brandon,
 
Thanks for writing in. At this time with the Classic Web Widget out-of-the-box, there is no way to offer different ticket forms based on specific end-user credentials. That said, it is possible to surface specific forms in the widget's code itself using custom code, via the ticketForms section of the Web Widget's Settings Reference here. However, custom scripting on the page will need to be implemented outside of ZD in order to determine what forms to then surface based on the end user's credentials which falls outside of our scope of support here.

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Hi Zendesk Team,

It would be nice to write/explain in the field creation interface that it is not possible to add this kind of fields (date, multiple selection, regex) in the web widget. We have to do it to know it..

Best regards,

1


Good point Raphaël Péguet - Officers.fr. I wonder if a list exists somewhere of what fields work in the classic web widget. Maybe hidden in the help centre.

Nice clear article listing what works and doesn't that will help us self solve rather than spend time building the form, checking in the widget, not seeing the field appear, spend 30 mins researching why it doesn't appear (with no clear answer) and then possibly raising a ticket. Perfect chance to enhance Zendesk Self Service.

0


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Anne Ronalter

Zendesk Customer Care

Hello,

the following sentence has now been added to the article stating which fields do not work:

"Regular expression, Date, and Multi-select custom fields cannot be used in the Web Widget (Classic)."

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Can i change the custom field label name using this script like prefill?

<script type="text/javascript">
zESettings = {
  webWidget: {
    contactForm: {
      fields: [
        { id: #####, prefill: { '*': 'Desired text' } }
      ]
    }
  }
};
</script>

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Hi Usman!
 
No, you can't change a field label that way, but you can use JavaScript to change the label in a ticket field -- here's an example that changes the labels of the Subject and Description fields, but you can do the same for a custom field by substituting for=request_custom_fields_{id}_label with the id for that custom field (no brackets),  in place of for=request_subject: Rename the "Subject" and "Description" labels on the Request form

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Thank you @...

I can change the custom field label for help center ticket form using this line of code: $('label[for=request_custom_fields_30057292]').html("Rename label");

But i want to change the custom field label for web widget.
here is the code i use to change the description and custom field hint

<script type="text/javascript"> window.zESettings = {
    webWidget: {
      contactForm: {
       ticketForms: [
          {
            id: 4562971,
            subject: false,
            fields: [
                { id: 'description', hint: { '*': 'Description here' } },
                  { id: 63191711, hint: { '*': 'ID# xxx' } }
              ]                         
          },
          {
            id: 278875,
            subject: false,
             fields: [
                { id: 'description', hint: { '*': 'Description here' } },
                  { id: 63191711, hint: { '*': 'ID# yyy' } }
              ]
          }
        ]
      }
    }
  } </script>


For web widget how can i change the custom field label using above script.

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Christopher Kennedy

Zendesk Developer Advocacy

Hi Usman,
 
The hint property allows you to specify the field's description, but it won't change the field's title/label within the widget.  You may set the Title shown to customers value in the ticket field's settings to display your desired field title to end-users.

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Christopher Kennedy Thanks for reply.

Can I change the field's title/label using web widget script? like we do change hint/description for any field.

0


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Christopher Kennedy

Zendesk Developer Advocacy

Hi Usman,
 
It's not possible in a script using the Web Widget APIs.  The widget will display the title of the field from admin settings.

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Christopher Kennedy Thanks for the update.

Any reason why we can't change custom field title/label for end users using Web Widget API Script.

0


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Christopher Kennedy

Zendesk Developer Advocacy

The widget doesn't provide the same degree of UI customization that is possible in Help Center.  Depending on your use case, it may be a helpful strategy to prioritize configuring the customer-facing ticket field title to what is expected within the widget.  Then if you expect it to be different within Help Center, you have the ability to change it via Javascript.
 
 

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Okay Thanks for the Help Christopher Kennedy

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Christopher Kennedy

Zendesk Developer Advocacy

No problem :)

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You can custom a limited number/selection of forms by adding the snippet for the widget to a different brand. 

We have 10 forms total. Brand A has 8 forms associated with it. We only want to focus on 3 of them to show up in the Help Center widget. I created a Brand B that we don't actually use, associated those 3 forms with it, and used the snippet for the Brand B widget to embed it on Help Center A.

You'd probably want to have a trigger in place to change the brand back to A, and will need assignment triggers updated if you're using brand as a condition, but this allows you to have the subset of forms you're customizing for.

Nara

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I don't think this article is up to date anymore, the edit section of the web widget looks completely different.

0


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Aimee Spanier

Zendesk Documentation Team

Hi, Ester Marlasca. Can you confirm for me that you're using the older Web Widget (Classic), and not the messaging Web Widget? 

Comparing the Zendesk Web Widgets includes some ways you can tell the difference.

 

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Hi,

We would like to add some additional information to the request, but not give the end-user the option to delete or modify it.

For example, if the customer wants to contact support with the web widget, because he has encountered an error on our website, we would like to send the error code to the support agent.

Can I use the web widget script with "prefill" to add information to a custom ticket field that is not displayed to the end user?

Or make a field read-only, so the customer will still see it in the widget, but won't be able to delete the content?

I tried to add a text field with settings "Customer can View", but it does not appear in the widget.

Does this mean we won't be able to prefill it?

Thanks!

0


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James G

Zendesk Customer Care

Hello Ester, 
 
Once you confirm the that type of widget you are using is Classic and still not able to see the settings mentioned in this article, feel free to send us a ticket so we can further check - Contacting Zendesk Customer Support
 
Hello Milena, 
 
Yes, you can use the method in this section Advanced customization: Pre-populating contact form text fields of the article to achieve it. However, please be advised that hiding a custom ticket field in the contact form within the Web Widget (Classic) is currently not supported. Here's a feedback about that - Feature Request: Hide ticket fields in web widget. Lastly, one of the requirements for adding a custom ticket field to the contact form is that customers should be able to edit it, and setting it to "Customer can view" means the ticket field cannot be added to the contact form hence we won't be able to prefill that field.

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I don't have the web widget option. Under 'Classic', I just see 'Mobile SDK'

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