Creating pre-filled ticket forms



image avatar

Nova Dawn

Zendesk Documentation Team

Edited Nov 07, 2024


13

122

122 comments

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

0


Hi,

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

Thanks!

 

 

0


image avatar

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

-1


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 

 

 

1


image avatar

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

0


@... 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

 

0


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!

 

1


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?

0


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

0


image avatar

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


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


image avatar

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

1


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

0


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. 

0


Hi Trudy, sounds like you got this figured out by switching to the Templating API v2. 

0


Hi @... 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. 

0


Thanks for that feedback, Trudy!

0


 

It's not prefilling the location field. please suggest

0


image avatar

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


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

0


image avatar

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!

0


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?

0


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?

0


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?

0


Hi

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

0


image avatar

Kasper Sørensen

Zendesk Product Manager

Hi Matt 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.

0


Thanks @...

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)

0


image avatar

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.

0


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!

0


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 ?




2


Please sign in to leave a comment.