Question
Can I add additional fields to my pre-chat form?
Answer
Natively it's not possible to add additional fields to the pre-chat form. This form can collect a limited amount of information, and not all of this information is saved in the ticket. For example, tags and visitor information are added to the ticket, but the visitor notes are not. If you need to collect more information than what is available on the standard pre-chat form or if you want more information added to the ticket, you will need to build a custom widget.
Web Widget (Classic), Chat-only Web Widget (Classic), and Legacy Chat widget come with a standard pre-chat form that allows minor customization. Moreover, you can use the Web SDK to add additional fields to the pre-chat form and render the values of these fields using a custom-built chat app.
2 comments
Attractive.Media
Site visitors can only enter their name & email address, while we are unable to categorize and/or sort these messages?
Please Clarify: If I want to have these basic extra fields (Category of Issue, Description of Issue), I need to pay an additional $100/month for Sunshine Conversations?
If so, this is unacceptable. The amount we already pay to Zendesk should cover this simple ask. It's very bad that we don't have the capability to add these fields if the system is just going to create a ticket anyway.
2
Viktor Osetrov
Thanks a lot for your interesting question.
You can configure extra custom ticket fields via Zendesk Messaging Flow Builder.
For example, take a look at the following option:
- Ask for details
Therefore you can recreate the same custom field values using the Flow Builder
There are some screenshots from my test account:
- From Configuration side
From Preview side
Hope it helps
Best
-1