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



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Aimee Spanier

Zendesk Documentation Team

Edited May 07, 2025


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38 comments

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

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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!

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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?

 

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How to pre-populate fields in Answer Bot form?

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

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Si deseo agregar mas campos al formulario, como puedo hacerlo?

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

 

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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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