Adding custom fields to your tickets and support request form

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62 Comments

  • Jonathan Cavey

    Thanks Jeff, works way better than the simple expression I had! :) happy holidays!

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  • Nikki

    Constantine Kuks[CSOC] Does using the optional ticket field "description" (shown below the ticket field type) not serve your needs?

     

     

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  • Ilaria Vilardi

    Hi! Regarding the field "Your email address": we changed it slightly and renamed it "Your [my organization] email address", so that our users write us from the email address they use in our app.
    Is it possible to use the dynamic content in order to have this translated into different languages? 
    If yes, where should the dynamic content placeholder be placed? Right now our customized text is in "new_request_page.hbs" when we select the option to edit the code of our request form.  

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  • Maor libak

    Hello there,

     

    When I pick read only for end users, or agent only on a specific field, it disappears entirely from the form and also showing up empty on Zendesk. 

     

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  • Dane
    Zendesk Engineering
    Hi Maor,
     
    The contact form is designed so that only editable for end-user fields will appear. Agents can still modify those ticket in the the actual ticket fields. However, end-users will only see it on the ticket list in "My activities". You can review this article and look for permissions.
     

     
    Hope this helps!
     
    Cheers,
    Dane
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  • Maor libak

    Hey Dane

     

    We have created custom fields such as User ID, Log, Build etc, that we need to have on our ticket for the agents. However we don't want those fields to be shown to the end-user or at least make them non editable. 

    When choosing one of the options other than Editable for end-users, those fields will come up empty in the zendesk ticket. 

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  • Dane
    Zendesk Engineering
    Hi Maor,
     
    I'll create a ticket for you. Please wait for my update via email and let's continue our conversation there.
     
    Cheers,
    Dane
    1
  • Juli Hackenberger

    I would like to connect my ticket fields to my user fields. For example, when a consumer uses the ticket form in Guide to create a ticket, I would like the information provided in the form's fields to be added to the user profile for the consumer. How do I do this? Thank you!

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  • Charles Gresula
    Zendesk Customer Care

    Hello Juli Hackenberger,

    At this time, unfortunately we don't support linking ticket fields with user fields.

    I've taken a look and found that other users are discussing similar needs here(there's also workarounds provided by community moderators and other users) 

    You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

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  • Mukesh Kumar

    Hi there,

    I am having issues locating the support request form. This is what I see online on our support / KB portal.



    But the form that I see in ZD is not as same as above including the field, texts, etc.

    All these fields are available when we create a ticket within the ZD using the above form.

    I must be looking at the wrong place but I can't find it within Admin Centre. The Admin before me has left the business and I am trying to understand if the online form is limited or can be improved and how? 

    I will really appreciate it if someone could assist me here, please? 


    Regards
    Mukesh


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  • Brandon Tidd (729)
    Community Moderator
    The Humblident Award - 2021

    Hi Mukesh Kumar

    Happy to help here, and welcome to the Admin side of Zendesk!

    Believe it or not, these forms are actually the same.  The key here is that information is presented slightly differently inside of the Help Center.  To start, unauthenticated users will automatically be asked to provide their email address, which will then be used to create (or link the ticket to) their user profile inside of Zendesk.  This field is hidden when the user is authenticated and is not visible in the "Ticket Fields" section of the Admin Center.

    From there, if you click into / edit the Subject and Description fields from within the Admin Center, you'll find on the right hand side that these fields have different names and subsequent descriptions when shown to an end-user.  In your case "Subject" is replaced with "Please provide a few words..." and "Description" is replaced with "Please provide the details of your request."  You can edit this language by updating the corresponding ticket field(s).

    As the remaining fields are set to "Agent Only," they won't be visible on the Help Center currently, but you can always surface them by toggling the option "Editable for End-User."  Finally, attachment is another field that shows up automatically without a corresponding field in the Admin Center, as anything uploaded here just becomes an attachment to the ticket.

    Hope this helps!

    Brandon

    1
  • Nikki

    Mukesh Kumar

    I believe what's happening here is that those ticket fields are set to only be visible by agents, not by end users. If you go into

    Objects and Rules > Fields 

    then open the field in question and check the section marked Permissions

    Permissions
    • Agent only
    • (Field can only be edited by an agent.)
    • Editable for end users
    • Read-only for end users
     
    Alternatively, it could be an issue of Conditional Fields. In Objects and Rules > Forms, click the three vertical dots to the right of your form. If you have a high enough account subscription, then you will see "conditions" and you can show/hide fields based on previous answers. Note that there is a tab for conditions for Agents and conditions for End Users (that one has tripped me up more than once.)
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  • Mukesh Kumar

    Brandon Tidd (729) Nikki

    Thank you guys, you made my ZD life very easy. :-) 

    I followed the steps you have provided, and do see the difference. but the text in the Blue boxes is not visible anywhere. Are they somehow hardcoded?



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  • Nikki

    Mukesh Kumar - nope, you've stumped me! That's weird! 

     

    You've definitely saved your changes and refreshed the ticket form page? :D 

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  • Brandon Tidd (729)
    Community Moderator
    The Humblident Award - 2021

    Hey Mukesh Kumar

    It looks like someone may have edited the code of your page to input this text (similar to this).

    To test this, you can always add a 'new' version of the stock Copenhagen theme by going to your Guide Admin page, Eyeball icon and adding a new theme.  This will allow you to compare your live theme with an unedited version.  Hope this helps!

    Brandon

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Mukesh Kumar

    That does seem a bit odd since those two look way too different. I've gone ahead & created a ticket on your behalf so the team can check why there is a difference between the description ticket. Please keep an eye out for our email soon!

    1
  • Jacqueline Prempeh

    Hi is it possible to change the subject line field to a drop-down to be able to select different subject lines?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Jacqueline,
     
    Welcome! I'm afraid it's not possible to do that, as the Subject field is by its nature a text field. 
    0
  • Lois

    Hi, 

    I added a multi-select field to my tickets, but I would like to change this to a dropdown field. Do I have to add a new dropdown field with the same values as the multi-select field, and then delete the multi-select field? And would this affect anything in Reporting?
    Or is there a way that I can change it to a dropdown field, with exactly the same values?

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  • Brett Bowser
    Zendesk Community Manager
    Hey Lois,

    Great question! You will actually need to create a new drop-down field and this would also require you to update your reports to include that drop-down field since the ticket field would have a new ID. Once you create your drop-down field I'd recommend deactivating your multi-select field but keep it in your report until you no longer need to report on that historical data. 
     
    Additionally, I'd recommend that your drop-down field values have the same tags as your multi-select field values. That way if you decide to report on tags then no changes would need to be made to your reports.

    Let me know if you have any other questions!
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  • Sean Johnson

    Is it possible to cc people on the form?

     

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  • Dave Dyson
    Zendesk Community Manager
    Hi Sean, welcome to the community!
     
    Yes, you can enable your end-users to add CCs on tickets they create using your ticket form, by turning on "Enable CCs for end users on Help Center": Configuring CC and follower permissions
     
    If you're not seeing that option, you might not be using the latest CC and followers experience. If that's the case, you can find information on migrating here: Migrating to CCs and followers
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  • Sean Johnson

    Hi Dave, 

    Below is the message I receive when adding more than one email in the email line of the web form.

     

    Requester: Email: sjohnson3@quietlogistics.com;mmills@quietlogistics.com is not properly formatted

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  • Brandon Tidd (729)
    Community Moderator
    The Humblident Award - 2021

    Hi Sean Johnson,

    Once you enable CC 's for end users on Help Center, you should be afforded a second box for the CC, as only one user can be the requester.  Also you should replace your semi-colon with a space:

    Let us know if that helps!

    Brandon

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  • Sean Johnson

    Is it possible to cc an email from this web form?  

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  • Brandon Tidd (729)
    Community Moderator
    The Humblident Award - 2021

    Sean Johnson Thanks for the clarification.  At this time, only authenticated users can add cc's.

    Enable CCs for end users on Help Center

    Allows signed-in end users to copy (CC) users in these places:

    Once authenticated, the end-user will see the CC's field (and not the requester field).

    Brandon

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  • Hari

    We are able to create conditional formatting at agent level for a  ticket form. But when it is viewed at customer level (request form)in the helpcenter,the conditional formatting is not appearing instead all the ticket fields are appearing(customers can edit).

    I want to have the same level of formatting to the customer as my agents have.
    Could you help me with this use case.

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  • Christine
    Zendesk Engineering
    Hi Harichandana, you can create the same level of conditional fields for end-users, similar to your agents. Navigate to your ticket form then create Conditions for End users. You have an option to create new conditions or copy existing agent conditions. 


     
    Conditions for agents affect ticket fields that appear in the agent interface. While conditions for end users affect ticket fields in forms that appear in the help center and Web Widget (Classic).
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  • Edwin Schukking

    Hi,

    We have a dropdown field in our contact form on the Helpcenter for which we would like to hide some of the field values for the end users. At the moment I am using dynamic content and leave the value empty with a dash but add a distinctive tag to the value.

    This shows as dashes in the dropdown list for both end users and agents, is there a better way to filter field values for end users?

    Thanks in advance!

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  • Christopher Kennedy
    Zendesk Developer Advocacy
    Hi Edwin,
     
    This can be done with custom JavaScript in your Help Center theme.  The JS would need to listen for the presence of the dropdown menu and then remove the desired option.  Here's a rough example demonstrating this, where FIELD_ID is the ID of your ticket field and TAG_VALUE is the tag value of the field option to be removed:
     
    const field = document.querySelector('.request_custom_fields_FIELD_ID a.nesty-input');
    const id = field.getAttribute('aria-controls');
    const container = document.getElementById(id);

    // Once the option menu is added remove the desired option
    container.addEventListener('DOMNodeInserted', function () {
    const option = document.getElementById('TAG_VALUE');
    option.remove();
    });
     
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