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:
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:
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:
- 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
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.
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:
Priority: Include the value type (low, norm, high, urgent), after the field name, for example
Type: Include the value type after the field name, for example
Due date: (Used when Type=task) Use the canonical date format YYY-MM-DD, for example
Cc: (Used when a user is logged in). Separate the emails with a comma, not a space, for example
Organization ID: Include the value type after the field name, for example
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 "value" and replace spaces with underscores. For example, "dog beagle" becomes "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