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Options for letting end users submit tickets with forms



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Charles Nadeau

Zendesk Documentation Team

Edited Jun 21, 2024


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Hi There - we are looking for a better way to handle contact forms from our customers so we have pointed our HTML for at the API, however it is being throttled by a rate limiter which considers the form to be from an anonymous IP. 

Is there a way to avoid this? 

Thanks

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Cheeny Aban

Zendesk Customer Care

Hi Josh,

Unfortunately, API already revolves outside our scope of Support. Nonetheless, we hope that our Ticket Forms API and Building a custom ticket form with the Zendesk API documentation will be a good resource to check.

All the best

 

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Is there a way to embedd a ticket form to text?. For example: when the end user clicks on "contact us" then a form will pop up? is this possible?

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Gabriel Manlapig

Zendesk Customer Care

Hi Christina,

Natively, if you enabled Zendesk Guide, this will offer a ticket form by default that your end users can use to submit a request, and you can create a hyperlink text into your website redirecting to Zendesk contact form.
 
However, If you want to embed a more complex form on your website, create an HTML form and use our API to submit the request. For more information, see the article: Building a custom ticket form with the Zendesk API.  Examples of creating requests using the API can be found in the Developer API Reference documentation. 

I hope this helps. Thank you!
 

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Please make the “Subject” and “Description” fields optional or pre-fillable for Forms. It makes no sense to have users enter a subject and description for a specific form, when those values are already known. I am struggling to make this platform work, but likely will change to one with support for a service request catalog and decent user support portal.  

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Shawna James

Community Product Feedback Specialist

Hey Jeremiah, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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Big plus one re the Subject and Description fields - why are they mandatory? This doesn't work for us and we look like dummies asking users for the info we already have. 
Also, is there a way to suppress the user email address field (without coding) as we want to collect anonymous feedback in some instances? 

Thanks 
 

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Is there any way at all to include a clickable link in a form? Something like (but not limited to) a checkbox for accepting terms with a link to our ToS and EULAs?

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Mark K.

Zendesk Customer Care

Hi Carmelo Rigatuso ,

 

thank you for your question!

 

Currently, including a clickable link directly within a form, such as a checkbox for accepting terms with a link to your ToS and EULAs, is not a feature that Zendesk natively supports.

However, we understand the importance of this functionality and wanted to share that some users have discussed potential workarounds in the following feedback post:

You might find these suggestions helpful for achieving a similar outcome.

We also encourage you to vote on the feedback post to express your interest in this feature. Your votes help us prioritize development efforts based on user needs.


Thanks!

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Hi,

 

The screenshot in the image above show a rich text editor for the “Description” field.  Our end users see a plain text editor, and I can't find any way to enable rich text for users (our agents are able to respond with rich text).  How do I enable the feature displayed above?

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