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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

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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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