You can set up a ticket form that has pre-filled values in specific fields (such as the Subject or Description fields). This can save time for your end users and get them closer to a resolution. It also benefits your support agents by ensuring they have accurate and specific input from customers.
For example, if an article in your help center explains how to troubleshoot a coffee maker, you can create a link at the end of that article that opens a ticket form pre-populated with the coffee maker model and issue. Users who click this link will have much less information to fill out when submitting their ticket.
This article includes the following sections:
Related articles:
Configuring a pre-filled ticket form
When you create pre-filled ticket forms, you add parameters for the fields that you want to pre-fill to the URL of the form. If you have multiple ticket forms, you’ll also include the specific ticket form ID in the URL.
To configure pre-filled fields in a form
- Copy the URL for the ticket form that end users see when they click Submit a request and paste it into a text editor file.
It should resemble this, where mycompany is your subdomain: https://mycompany.zendesk.com/hc/en-us/requests/new?Note: If you have host mapping, your URL will look different from the previous example (see Host mapping - changing the URL of your help center).
- (Multiple ticket forms only) In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Forms. Select the ticket form you want to pre-fill, then copy the form ID from the URL in Support and paste the ID to the end of the URL in your text editor.
-
In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Fields. Copy the field values you want to pre-fill and paste them along with values to the end of the URL in your text editor.
For system values, copy the title of the field (for example "Subject"). Use the following format to paste the title at the end of the URL that you are building, along with the value that you want to assign to the field:
&tf_{title}={value}
For custom values, copy the Field ID of the field (for example, “12345”). Use the following format to paste the Field ID at the end of the URL that you are building, along with the value that you want to assign to the field:
&tf_[fieldID}={value}
- Continue adding fields and values to the end of the URL in your text editor as needed.
The parameters should be similar to the following example:
&tf_subject=Faulty charger 999 recall&tf_12345=USA
- Copy the URL from the text editor and paste it wherever you want to link end users to the pre-filled form. Your final URL should resemble one of the following examples:
- Single ticket form:
https://www.example.zendesk.com/hc/en-us/requests/new?tf_subject=Faulty charger 999 recall&tf_12345=USA
- Multiple ticket form:
https://www.example.zendesk.com/hc/en-us/requests/new?ticket_form_id=1500000300222&tf_subject=Faulty charger 999 recall&tf_12345=USA
- Single ticket form:
Parameter keys and values
The URL parameter keys and values differ based on what type of field you want to pre-fill. There are two different field types that are used in a request ticket form:
-
System fields - are the default fields in a ticket and have a unique name.
-
Custom fields - are fields that you can create to supplement the information that is already being gathered from the existing system fields.
System fields
The URL parameter of system fields uses the prefix tf_
followed by the field name. For example tf_subject
. For more information, see System ticket fields. Use the following parameters for the Zendesk system fields:
-
Email:
tf_anonymous_requester_email
-
Priority: Include the value type (low, norm, high, urgent), after the field name, for example
tf_priority=high
-
Type: Include the value type after the field name, for example
tf_type=incident
-
Description:
tf_description
-
Subject:
tf_subject
-
Due date: (Used when Type=task) Use the canonical date format YYYY-MM-DD, for example
tf_due_at
-
Cc: (Used when a user is logged in). Separate the emails with a comma, not a space, for example
tf_collaborators=name1@example.com,name2@example.com
-
Organization ID: Include the value type after the field name, for example
tf_organization_id=123456789
Custom fields
The URL parameter of custom fields uses the prefix tf_
followed by the field ID. For example tf_40630945
. For more information, see About custom field types. With custom objects, you can create the following custom fields:
- Multi-select: Use field tags as the values and separate them with a comma, not a space, for example blue,green,red.
-
Drop-down menu: Use the tag associated with the value. For example
tf_40630945=dog_beagle
. - Checkbox: Use the value true/false
- Decimal: Use integers and non-integers (for example, -8.012345679). Do not use commas.
- Date: Use the canonical date format: YYYY-MM-DD
-
Lookup relationship: Use the value or custom object record ID. For example:
tf_40630945=HVAC02345
Using pre-filled ticket forms with SSO authentication
When you use pre-filled ticket forms in environments with single sign on (SSO) authentication, end users must be logged in before they can submit a ticket. This means that if an end user accesses the pre-filled ticket form from another source (for example, website or QR code), they must be logged in to see the initial values in the pre-filled ticket form. If they are not logged in, they will be prompted to log in before being directed to the ticket form. Because users are accessing the form from the login page rather than from the original link or QR code, the pre-filled ticket values no longer appear. Users can still fill out the form and submit the ticket, but they will not see any pre-filled values.
To ensure that users can access pre-filled ticket forms at all times, you can choose to not require user authentication prior to access the ticket form. Alternatively if your environment requires user authenticaion in all cases, you can include content for users wherever they access the link, instructing them to return to this link after they log in to the environment. Once they are logged in, they can click the link or use the QR code to access the pre-filled ticket forms.
122 comments
DS RF
Yes, everything needs to be lowercase, among other restrictions. I haven't re-read the main article to see if they've updated it, but I wrote up a summary of things that weren't made clear in a comment above...
https://support.zendesk.com/hc/en-us/articles/4408839114522/comments/4850417035162
0
Jimmy van der Have
Is there a possibility to parse the external (user) id with the form? In the system fields I see e-mail and organization ID, but I only have the external user id available. I would like to use it to match the new ticket to its creator.
0
Remi
Good day Jimmy van der Have,
Thank you for your post, hope you are doing well!
Unfortunately, as written here : System ticket fields
The external_id isn't a system ticket field.
Only the fields listed in this doc can be used as "system" field to pre-fill ticket fields.
However, you can still create a dedicated custom field and pass your external_id to the ticket via the usage of the ticket field ID as below :
&tf_[fieldID}={value}
From our perspective, the external_id isn't a "native" Zendesk user identifier in Support to tie a ticket to a user but is meant for external systems as outlined here : User's attributes.
Hope this clarifies it! Have a great rest of your day.
Best regards,
0
Alexey Finkin
Hello Colleagues,
Is this possible with Zendesk: to make pre-filled fields with information gray text to set an example for the Customer, what information do we expect from him? Moreover, if the Customer did not enter anything (for non required fields) , the field would be empty. And if he clicks this field, then he does not need to delete this text, but instead, it is enough just to start entering his description.
Example: https://www.tp-link.com/en/support/contact-technical-support/#E-mail-Support
<textarea cols="20" rows="10" name="description" maxlength="1600" placeholder="Example:Hello. I have low speed via WiFi connection."></textarea>
0
mfg
Alexey Finkin
I'm not sure and would need to test, but you may be able to use the redirect script approach here - https://support.zendesk.com/hc/en-us/articles/4408886627866 . In short, the script replaces a string in the URL with another string.
My hypothesis is that since this method preserves autofill parameters, you could have your redirect script use autofills. IE. if the form ID is #321123321 , have something like this:
Since we're talking about replacing a form ID instead of an article ID (as described in the article, you would need to update the FOR statement to use 'https://YOURSUBDOMAIN.zendesk.com/hc/en-us/requests/new?ticket_form_id='
This wouldn't solve the change in the text color, but might handle inserting the text when they select a form.
0
Sil
Request #11547331 "hello. question explained in the..." was closed and merged into this request. Last comment in request #11547331:
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(12:14:02 PM) Web User alexey.finkin@brightpattern.com__zendesk…: Hello. I have checked the article about pre-filled ticket forms
Is this possible with Zendesk: to make pre-filled fields with information gray text to set an example for the Customer, what information do we expect from him? Moreover, if the Customer did not enter anything (for non required fields) , the field would be empty. And if he clicks this field, then he does not need to delete this text, but instead, it is enough just to start entering his description.
Example: https://www.tp-link.com/en/support/contact-technical-support/#E-mail-Support
(12:14:06 PM) Z Bot: These resources might help:
(12:14:06 PM) Z Bot: Can I make a custom checkbox field required in Zendesk Sell? https://support.zendesk.com/hc/en-us/articles/4413000131226-Can-I-make-a-custom-checkbox-field-required-in-Zendesk-Sell-?auth_token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjoxMDU1NzY1NywidXNlcl9pZCI6bnVsbCwidGlja2V0X2lkIjpudWxsLCJkZWZsZWN0aW9uX2lkIjo1NzQyMTE4NjExNzM4LCJhcnRpY2xlcyI6WzQ0MTMwMDAxMzEyMjYsNDQwODg4MTcyOTQzNCw0NDA5NzI5NzM3MTE0XSwidG9rZW4iOm51bGwsImV4cCI6MTY4NzYyNjg0NX0.Fm9lDkhxQdw5w7ou5gN53iDxprNzs_e8hAQ5l3Ewe2s&utm_source=Answerbot
How can I add additional ticket type options? https://support.zendesk.com/hc/en-us/articles/4408881729434-How-can-I-add-additional-ticket-type-options-?auth_token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjoxMDU1NzY1NywidXNlcl9pZCI6bnVsbCwidGlja2V0X2lkIjpudWxsLCJkZWZsZWN0aW9uX2lkIjo1NzQyMTE4NjExNzM4LCJhcnRpY2xlcyI6WzQ0MTMwMDAxMzEyMjYsNDQwODg4MTcyOTQzNCw0NDA5NzI5NzM3MTE0XSwidG9rZW4iOm51bGwsImV4cCI6MTY4NzYyNjg0NX0.Fm9lDkhxQdw5w7ou5gN53iDxprNzs_e8hAQ5l3Ewe2s&utm_source=Answerbot
Can I report on the ticket description field? https://support.zendesk.com/hc/en-us/articles/4409729737114-Can-I-report-on-the-ticket-description-field-?auth_token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjoxMDU1NzY1NywidXNlcl9pZCI6bnVsbCwidGlja2V0X2lkIjpudWxsLCJkZWZsZWN0aW9uX2lkIjo1NzQyMTE4NjExNzM4LCJhcnRpY2xlcyI6WzQ0MTMwMDAxMzEyMjYsNDQwODg4MTcyOTQzNCw0NDA5NzI5NzM3MTE0XSwidG9rZW4iOm51bGwsImV4cCI6MTY4NzYyNjg0NX0.Fm9lDkhxQdw5w7ou5gN53iDxprNzs_e8hAQ5l3Ewe2s&utm_source=Answerbot
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(12:14:33 PM) Web User alexey.finkin@brightpattern.com__zendesk…: Is this possible with Zendesk: to make pre-filled fields with information gray text to set an example for the Customer, what information do we expect from him? Moreover, if the Customer did not enter anything (for non required fields) , the field would be empty. And if he clicks this field, then he does not need to delete this text, but instead, it is enough just to start entering his description.
Example: https://www.tp-link.com/en/support/contact-technical-support/#E-mail-Support
(12:14:36 PM) Z Bot: These resources might help:
(12:14:37 PM) Z Bot: Why do I receive tickets with "No content" in the subject or description? https://support.zendesk.com/hc/en-us/articles/4408843103642-Why-do-I-receive-tickets-with-No-content-in-the-subject-or-description-?auth_token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjoxMDU1NzY1NywidXNlcl9pZCI6bnVsbCwidGlja2V0X2lkIjpudWxsLCJkZWZsZWN0aW9uX2lkIjo1NzQyMTA0Nzg4NTA2LCJhcnRpY2xlcyI6WzQ0MDg4NDMxMDM2NDIsNDQxMDYxMTM5MjE1NCw0NDEzMDAwMTMxMjI2XSwidG9rZW4iOm51bGwsImV4cCI6MTY4NzYyNjg3Nn0.YoRLsLZx2olCzSW9z7ZeLNj9QaAJYtOEawrj5sY8jHY&utm_source=Answerbot
Why does my customer's name appear incomplete in Support? https://support.zendesk.com/hc/en-us/articles/4410611392154-Why-does-my-customer-s-name-appear-incomplete-in-Support-?auth_token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjoxMDU1NzY1NywidXNlcl9pZCI6bnVsbCwidGlja2V0X2lkIjpudWxsLCJkZWZsZWN0aW9uX2lkIjo1NzQyMTA0Nzg4NTA2LCJhcnRpY2xlcyI6WzQ0MDg4NDMxMDM2NDIsNDQxMDYxMTM5MjE1NCw0NDEzMDAwMTMxMjI2XSwidG9rZW4iOm51bGwsImV4cCI6MTY4NzYyNjg3Nn0.YoRLsLZx2olCzSW9z7ZeLNj9QaAJYtOEawrj5sY8jHY&utm_source=Answerbot
Can I make a custom checkbox field required in Zendesk Sell? https://support.zendesk.com/hc/en-us/articles/4413000131226-Can-I-make-a-custom-checkbox-field-required-in-Zendesk-Sell-?auth_token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjoxMDU1NzY1NywidXNlcl9pZCI6bnVsbCwidGlja2V0X2lkIjpudWxsLCJkZWZsZWN0aW9uX2lkIjo1NzQyMTA0Nzg4NTA2LCJhcnRpY2xlcyI6WzQ0MDg4NDMxMDM2NDIsNDQxMDYxMTM5MjE1NCw0NDEzMDAwMTMxMjI2XSwidG9rZW4iOm51bGwsImV4cCI6MTY4NzYyNjg3Nn0.YoRLsLZx2olCzSW9z7ZeLNj9QaAJYtOEawrj5sY8jHY&utm_source=Answerbot
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0
Chris Gregory
Hi! I am fascinated by this idea. I was wondering if we had some variables saved in Google Tag Manager, if we would be able to use this to populate certain text fields using the values of those variables?
0
Alexey Finkin
Alexey Finkin
https://support.zendesk.com/hc/en-us/articles/4408839114522/comments/5742116358682
We have implemented this by adding placeholder in script.js
var url_params = new URLSearchParams(window.location.search);
if (url_params.has('hints') && url_params.hints !== 'false' && url_params.hints !== '0') {
$('#new_request #request_description').height('350px');
$('#new_request #request_description').attr(
'placeholder',
`[Good example]`
);
$('#new_request #request_subject').attr(
'placeholder',
`[Good example]`
);
}
0
Alexey Finkin
0
Stéphanie Cettou
Hello, is it possible to add a tag to a ticket ? Not an existing field, but just a tag.
0
Neil
You can create a replica of your GTM variables as a custom ticket field Zendesk and use to format mentioned in the article for pre-filling.
If you're looking to automate it, I don't think that will be within the ball park.
Hi Stephanie,
Please see here for details on adding tags to a ticket.
0
Stéphanie Cettou
Thank you Neil, if I do this, I need to activate the custom ticket field in the form, right? So, customers would see this field.
Is there any way to have a field on the agent interface for a particular form. But hide it on the customer side?
0
Noly Maron Unson
Hi Stéphanie,
Custom fields have 3 different permissions,
If you set the ticket field permission to "Agents can edit" then it will not be visible when the end user is submitting a request using the Form but will still be visible to the agents within the ticket in Support.
See: Adding custom fields to your tickets and support request form
Hope this helps.
0
Stéphanie Cettou
Hi Noly Maron Unson,
thank you very much for your answer.
I tried this. The field is indeed not visible when the end user is submitting a request using the Form.
But, it is visible when the end user displays the request.
Is there any way to have a custom field visible for the agent, but completely hidden for the end user?
thank you,
0
mfg
Stéphanie Cettou
Are you encountering this issue with end users that are also (light) agents?
Otherwise, you might consider updating the javascript in the theme to only show certain fields based on the user's organization or some other criteria.
0
Terry Honn
In lieu of our end users being able to edit their submitted requests, (see https://support.zendesk.com/hc/en-us/community/posts/4409222755866-Allow-end-users-to-update-fields-after-ticket-is-created), my idea was to generate a URL in the email body of a notification sent to the submitter when received.
I thought I could use the placeholders to create a URL that would open our form, and pre-populate the form with the information from their original ticket, including the ticket.title and ticket.description. This works great, unless the subject and/or description is more than one word, as the generated URL is not encoded and the link breaks at the first space.
Anyone have ideas of how to encode that URL going out in the email notification?
0
mfg
Terry Honn - we ran into the same issue and resolved it by using underscores. it doesn't look as good when you've got those in the subject/description/etc , but it gets the job done.
Also, you can encode using HTML in your notification trigger - are you including the links as plain text or as hyperlinks? if you're using HTML hyperlinks, i believe that will work with spaces.
0
Terry Honn
mfg, thanks for the response! I may have not been clear in my ask, or I may not be understanding what you're suggesting.
We have a trigger that, upon receipt of an email ticket, is sending an acknowledgement email to the requester. Since they can't just go look at their new ticket and make changes, I want the ack email to have a clickable URL that the end user can click on, taking them to the web form and pre-fill the form with the same information that came from their original ticket and allowing them to update the other fields on the form and submit a new ticket.
The email body in the ack trigger looks like this:
Of course the URL link is breaking on the first space encountered in the ticket subject.
Where were you suggesting to use underscores?
Thanks in advance for your help!
0
mfg
Looks like underscores wouldn't work based on your use case, since you can't know whether the original title/description will have underscores (doubtful if the end user is entering it), and there's no native way to replace the spaces with underscores.
However, I think that using html would be able to handle that and bundle it in the hyperlink, but you'll need to test:
I haven't used placeholders in our links and redirects, but spaces have worked fine - though you'll want a plain text version fallback. If they use a plain text, copy and paste though it should work as long as they get the whole thing.
Side note - Since this will create a second ticket about the same issue, for the sake of agent experience, you may want to include the originating ticket ID or other problem/incident info in the pre-fill so agents can dedupe easily.
Terry Honn
0
Terry Honn
Thank you, mfg! It never occurred to me to try wrapping the generated URL in HTML, but that definitely did the trick.
Yes, I hate that we have to generate another ticket for this purpose, but I'm going to tag the original and then dedupe manually for the time being.
Thanks again VERY much for your solution!
0
Mark Pinfold
Hey Terry Honn,
I do a fair few of these and similar for my work flows between agents in ZD and other staff who are more email bound. I am the agent/admin but some of my team arent required to have ZD agent access. So I set links in their "bread and butter" email workflows (and triggers in mine) that allow them to two-touch a confirmation of completion that updates my tracked ticket.
There is a link in the email saying "Click this link once all tasks are processed"
They click (1 touch) this link, it opens an email that they can just send (2 touch). It renders all the correct ticket data when I use the macro to send it, so when they use the link, the correct info populates. It also uses the reply by email #ticket number to use their response to bump update the original ticket in my enviro so it brings the confirmation back inline with my agent side conversation experience. I can then see the works are done, I close the ticket using a macro to log anything else our org needs to see for posterity, and I can track all the historic works concisely by views and filters.
It offers linebreaks, spaces, the usual. In this case I use a mailto: function, but I also use pre-filled links attached to staffs mobile phones as MDM pushed webclips or linkpages (or browser favourites) to pre-fill IT or Maintenance request forms for specific tasks that we see repeating regularly from Explore reports. That way the user only has to fill out their location and the agent gets a predictable ticket type that they can filter or view manage to attend to specific types of tickets.
If you want to talk about any specifics in your enviro, please reach out - I am happy to help.
0
Naomi Greenall
I've gotten the first two ticket fields to fill out but can't get our "Reason for Contacting" field to be selected as "Feedback". Would anyone be able to tell me what I am doing wrong? This is the version I have right now.
https://support.angel.com/hc/en-us/requests/new?ticket_form_id=6775369482647&tf_subject=Guild Feedback&tf_6775303483031={{dc.feedback}}
0
mfg
Naomi Greenall
I'm unsure why you've got the placeholder reference in there - since it's a new ticket there can't be a value. Also, in case it's helpful, you can pass the tag as the value (eg. &tf_123456789=automated_reply_message_change).
0
mfg
Leon Lin
I think the '?' marks in the text are being parsed by the browser as separate URL query parameters. I'm not sure how to fix that, ie. if it can be encoded so the special characters don't interfere.
Is your use case above one where you're providing text in the description with the expectation the end user will finish filling it out?
If so, I would recommend embedding that text in your theme and "pre-filling" via javascript on the page rather than encoding in the URL. Something like this fix for disabling the subject/description fields - https://support.zendesk.com/hc/en-us/articles/4408882841498?page=2
In your case, you wouldn't hide the description field, but you would still use this piece of the snippet with 'test description' being the text you provided above:
Also, since this description prefill only includes on form and not the other, here's another method that selects based on form - https://support.zendesk.com/hc/en-us/articles/4408836487450-Help-center-JavaScript-cookbook
I'm not too knowledgeable with javascript, but I think it would look something like this (define form variable, evaluate variable present, prefill description if true):
0
Mason Sherman
I have created multiple pre filled out form links and now that we are authenticating with keycloak, even when logged in, the pre population is not functioning for any user in any browser.
Is anyone else having a current issue with pre populated forms functioning? Can I get an assist from one of the product managers?
0
Carl McDowell
I've opened a ticket for you and we can help investigate what is happening with your issue. I'll follow up and we can see if we can find out why your pre populated forms are not working.
Kind Regards,
Carl
0
Noelle Cheng
I feel like I'm doing something wrong as this isn't working for me. Below is the URL I created but it's not populating the Subject and Description field. I'm also looking have this auto populate when they choose this form for them drop down list of forms they can choose from.
https://portal.company.com/hc/en-us/requests/new?ticket_form_id=2233445566&tf_subject=submission portal credentials&tf_description=request for user credentials
0
Ivan Miquiabas
Thanks for reaching out! We would love to dig into this issue further as this needs further investigation. Thus, can you send us a ticket so that one of the Engineers can take a closer look on this? Here are various options on how to send a ticket to us.
Cheers!
0
Sheena
mfg @Ivan Miquiabas
How to add auto filled fields based on a field selection, Want to see this in form fields in HC(Submit a request).
For Example,
There are two fields Team and Area manager, Team field (Team A, Team B…..Team D) and Area Manager field with values (xx,yy,xy,yz)
IF I select Team B I want the field Area manager with value “yy” automatically filled in .
How to do this?
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Sheena
Hi team ,
Any update on the request raised
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