Creating pre-filled ticket forms

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68 Comments

  • Mon Quindoza

    Heya

    EDIT: Reason this is not working because we are using theme v1

    This is awesome but somehow it also does not work on our case. Also does not work even if JavaScript is disabled in browser.

    https://luxor.zendesk.com/hc/en-us/requests/new?tf_subject=hello

    Any thoughts?

    Thank you

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  • Ran Geller

    Hi,

    Is it possible (using this feature) to prefill custom ticket fields that are for agents only? (NOT editable for end-users).

    Thanks!

     

     

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  • Eric Gao
    Zendesk Customer Care

    Hi SundaySky Israel,

    The pre-filled ticket form feature is intended for end-users and will be applicable to end-user editable fields. Since agent-only fields will not be visible on the Help Center request form they cannot be prefilled by this feature.

    Eric G. Gao | Technical Support Architect | Zendesk

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  • Ran Geller

    Thank you, Eric!.

    Is there a plan to add this functionality to the feature?

    Any idea how can I automatically update agent-only fields during/after a ticket was created from the help center contact support form?

    Ran 

     

     

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  • Eric Gao
    Zendesk Customer Care

    Hi Ran,

    Unfortunately there are no immediate plans to add this functionality to the pre-fill ticket form feature, but you could potentially set up some triggers to auto-populate fields on those tickets upon creation: https://support.zendesk.com/hc/en-us/articles/203662246

    Eric G. Gao | Technical Support Architect | Zendesk

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  • Karen D Snyder

    @... It seems that the ticket field parameters after the ticket form ID are not preserved if the user has to sign in.

    The prefill URL (https://helpdesk.asmnet.com/hc/en-us/requests/new?ticket_form_id=360001129171&tf_subject=New Add Manufacturer Request from Instep&tf_description=Please add [manufacturer_name] to the system&tf_360035346351=customer_account_-_add/change_adv_erp_ax) is successful if I'm already signed in. 

    However, when I tested it in an incognito window, after I signed in, my browser navigated to https://helpdesk.asmnet.com/hc/en-us/requests/new?ticket_form_id=360001129171, therefore no prefilling was done.

    Is it possible to get this to work so that if the user has to log in, the parameters are preserved?

    Thanks,

    Karen Snyder

     

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  • Albert Khasky

    Without having to create my own form and use the API, is it possible to set the value of a hidden custom field based on a url param? I'd like it to be a private/agent only field, but given the responses above, it seems unlikely. As a possible workaround, could I stick some custom js that sets the value and hides that particular field? I'm using the Copenhagen theme. 

    Any guidance would be most appreciated.

    Thanks in advance!

     

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  • Dave Dyson
    Zendesk Community Manager

    Hi Albert, as indicated above, only end-user editable fields can be pre-filled this way. For visibility to our Product team, would you be willing to post to our Feedback on Guide topic, and use our template there to format your feedback?

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  • Amos

    How to change ticket form from TEXT to Drop-down option? I cannot find edit option.

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  • Cheeny Aban
    Zendesk Customer Care

    Hi bo_zhang

    I believe you are pertaining to the fields in your Ticket Form and that will be your Ticket fields. To change a specific field, you need to edit them under your Ticket fields by going to Support>Manage>Ticket Fields. You can check Editing and managing your ticket fields for more information.

     

    -1
  • Ravindra Singh Test

    Can someone please help me with the code suppose I want auto-filled customer field then how to do for the following customer field, please provide example along with screenshot.

    1.Drop-down menu
    2.Checkbox
    3. Decimal

    1
  • Sabra
    Zendesk Customer Care

    Hey @...! Let's say we have a ticket form (ID 1001) to collect information about donations. The form has the following fields:

    Field Type Field ID Field Name Field Value (tag)
    Drop down 36001 Foundation
    • Pet Rescue (pet_rescue)
    • Local Food Pantry (food_pantry)
    • Children's Learning Program (children_s_learning_program)
    Checkbox 36002 Anonymous?  
    Decimal 36003 Amount  

    If I wanted to create a pre-filled form where there was an anonymous $75.50 donation to the Local Food Pantry, here is how I would make the URL:

    https://example.zendesk.com/hc/en-us/requests/new?ticket_form_id=1001&tf_36001=food_pantry&tf_36002=true&tf_36003=75.50
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  • Nidhi Bali

    I am trying to use the pre fill feature to set the brand name but its not working.Not sure if any more information is needed to be passed in the url. 

    https://help.askmediagroup.com/hc/en-us/requests/new?ticket_form_id=360000386952&tf_360019469232=ask

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  • Trudy Slaght

    Has anyone else had this functionality stop working? I have a ticket open w/Zendesk right now, but I am hoping that someone else may have encountered this and have a solution. I have previously used it without issue but the URL which previously worked is no longer working. 

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  • Dave Dyson
    Zendesk Community Manager
    Hi Trudy, sounds like you got this figured out by switching to the Templating API v2. 
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  • Trudy Slaght

    Hi Dave Dyson Yes, thanks, it's been resolved now. It had been functioning in September and early October so I didn't realize that there was a recent deprecation of API v1 for the feature.  It would be nice if there had been a notification that pre-filled forms were going to stop working on the v1 prior to the change happening. 

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  • Dave Dyson
    Zendesk Community Manager
    Thanks for that feedback, Trudy!
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  • Anita Rajkumar

     

    It's not prefilling the location field. please suggest

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  • Brett Bowser
    Zendesk Community Manager
    Hey Anita,
     
    I'm going to create a ticket on your behalf so our Customer Care team can look into this further with you.
     
    You'll receive an email shortly stating your ticket has been created.
     
    Cheers!
    0
  • Andrea Rochira

    Hi there, 

    We are in much need of this feature to optimize a work flow, but I'm concerned about what some users commented on this other support article: https://support.zendesk.com/hc/en-us/articles/4408820214554-About-Guide-templating-versions 

    How can we know if a migration to the "Templating API v2" will go smooth? What checks are recommended to perform in advance? Do you suggest to open a ticket with Zendesk in order to be assisted?

    Thanks a lot for the feedback

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  • Greg Katechis
    Zendesk Developer Advocacy

    Hi Andrea! We don't have a specific checklist, but we do have these docs that you can use to see if you're utilizing any of those elements within your themes. With respect to the dropdown issues noted there, it's likely that this was a result of the update to drop-downs that we made. It's possible that their implementations of drop-downs were upset as a result of this, but it is difficult to know for sure. If you run into any questions while you go through the above documentation, let me know!

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  • Andrea Rochira

    Hi Greg Katechis

    Thanks for pointing me in the right direction, but I'm still a bit confused about the next step.

    Am I supposed to switch to the new Copenaghen theme (and eventually import custom code, if any, from the current one)? 

    I don't see how I can maintain the current theme (theme version 1.2.0 and API v1) and not incurring into issues while trying to update the manifest.json file to use API v2. I actually tried to follow this article, "Importing and downloading your theme and manifest file", but I ended up getting 16 errors related to template files while attempting to import it back in Help Center (very likely due to the new helpers supported by API v2). So, I guess that a simple update of the current theme is not feasible for compatibility reasons with the new template files.

    Two quick questions:

    1) if we switch to the new Copenaghen theme, will I still find the old theme available in case I need to roll back to it?

    2) if we have added the Zendesk Support widget to a company website, is there anything to update on that end too?

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  • Lacy

    This is not working for me. I'm able to pre-fill the Description but not the Subject. What am I doing wrong? 

    I'm adding &tf_360015811134=Delete Account to the end of my URL but to no avail. I also tried just using &tf_subject=Delete Account. I did the same thing for description and it worked, what is happening?

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  • Andrea Rochira

    In our environment, this feature is working great for end-users, but not for agents.  

    If an agent clicks on the link of a pre-filled form, it opens the Zendesk Support dashboard and that's it. If an end-user clicks on that same link, it works as expected. 

    Not sure what we are missing... any thought?

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  • Matthew Taylor

    Hi

    We have dynamic content enabled for our fields. What would the expected description be for fields using dynamic content, or is this unsupported?

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  • Kasper Sørensen
    Zendesk Product Manager

    Hi Matthew Taylor

    Dynamic content is used for the display name of the field, but for setting it's value in the URL you would use it's ID, so something like

    ?tf_43278425432=<Your value here>

    Where "43278425432" is the field's ID.

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  • Matthew Taylor

    Thanks Kasper Sørensen

    Would this mean that we amend the URL with something along the lines of:

    &tf_43278425432={{dc.cont_user_type_-_approved}}

    or

    &tf_43278425432=approved user

    (Using &tf_43278425432 instead of the actual ID)

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  • Kasper Sørensen
    Zendesk Product Manager

    Ah, I think I understand your point now. The parameter value (part after the equals sign) is not evaluated as a DC expression. So you will need to translate that string on the page that contains the link.

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  • Gail

    Hello - what if I wanted to have a pre-filled subject that also included the date/time of the end user opening the form URL - something like:

    &tf_subject=Complaint YYYY.MM.DD

    Is there a way to do this? thanks!

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  • Sam

    Hello, 

    We have enable the single sign-on connection, via JWT token.
    When we access to a form with a prefilled ticket form, (like tf_123456=lopsem), if end user is already connected, it's working well. 

    However, if end user is not connected, after connection and redirect to the form url, the prefilled ticket form parameter disappeared from the form url 
    Exemple of workflow :

    1.  Access to https://mywebsite.zendesk.com/hc/fr/requests/new?ticket_form_id=123456789&tf_987654321=lorem ipsum (end user not connected)
    2. Redirect to http://mywebsite.com/login (user connect)
    3. Automaticly redirect to https://mywebsite.zendesk.com/hc/fr/requests/new?ticket_form_id=123456789 (tf_987654321 is lost)

    How can we keep tf_ parameter when end user is redirected after connection ?




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