Pre-populate ticket submission form field via query string (Help Center)

Planned

81 Comments

  • Thomas Verschoren
    Community Moderator

    Hey,

    This app on the marketplace allows you to prefill form fields with parameters.

    https://www.zendesk.com/apps/support/qr-form-field-prefill/?source=app_directory

    Even has a little sidebar app to generate the prefilled links as links or QR codes.

    -3
  • Blakelee Mills

    Adding my vote for ZenDesk to support this feature without the use of a paid-for app. 

    3
  • Chad Hensley

    Another vote to have Zendesk natively support this feature.

    4
  • Forrest Jacoby

    +1 here. Seven years is making Salesforce look nimble by comparison.

    2
  • Anders Vännman

    I have given up on Zendesk adding any useful new features, like this one.

     

    If it wasnt for the fact they have the (in my opinion) best gui for IT helpdesk we would have left them for good. 

    3
  • Maximilian Moehlenkamp

    Adding my vote too

    1
  • Jason Taylor

    Another vote from me. 7 years for basic functionality contained in all other ticketing support platforms. Considering the premium Zendesk charge it's pretty poor no?

    Seems every thread I read on Zendesk support forms are full of customers asking for things, community managers saying they're chasing product, and then nothing else happening. 

    1
  • davecole

    This request is 7 years old, we still need this. Why aren't Zendesk listening?

    1
  • Anders Vännman

    They are earning too much money on a fairly good system, and got lazy and happy?

    0
  • Alejandro Colon

    Nicole S.

    Can we get a Zendesk 2020 official response on this?

    0
  • Benedict Appleby

    What a time saver for us this would be - currently about 6 or 7 clicks to achieve this. Multiply that by 100+ customers a day and that's a LOT OF CLICKING!!!

    0
  • Liam McIlveen

    +1

    0
  • Greg Sohl

    LOL - just read my comment on this topic, adding my support for this (very basic functionality) enhancement from 3 years ago!

    0
  • Gaspard

    Hi,

    Here is my Javascript code I wrote and inserted on the page "new_request_page.hbs" to prefill the field "Subject", with the GET parameter "request_subject" :

    https://zendesk.com/hc/fr/requests/new?ticket_form_id=353453542332&request_subject=Subject

     

    <script>
    // Get all parameters
    $.urlParam = function(name){
    var results = new RegExp('[\?&]' + name + '=([^&#]*)').exec(window.location.href);
    return results[1] || 0;
    }

    // Prefill form
    function prefill_form()
    {
    document.getElementById("request_subject").value = decodeURI($.urlParam('request_subject'));
    }

    window.onload = prefill_form;
    </script>

    0
  • davecole

    Gaspard This works great, I am however trying to pre-select a value from a drop down. I tried hacking your code a bit but I don't have the knowledge or skill.

    Can you make this work for this situation?

    Thanks

    Dave

    0
  • Thomas Verschoren
    Community Moderator

    Hey,

     

    The code below works for every field with the bold part replaced with the ID of the dropdown and the TAG of the field option

    https://demo.premiumplus.io/hc/en-us/requests/new?ticket_form_id=360000534040&request_custom_fields_360007388180=some_text

    $(document).ready(function() {
    /* Start QR */
    var getUrlParameter = function getUrlParameter(sParam) {
    var sPageURL = window.location.search.substring(1),
    sURLVariables = sPageURL.split('&'),
    sParameterName,
    i;

    for (i = 0; i < sURLVariables.length; i++) {
    sParameterName = sURLVariables[i].split('=');
    if (sParameterName[1] == "false"){$("#" + sParameterName[0]).prop("checked",false);}
    else if (sParameterName[1] == "true"){$("#" + sParameterName[0]).prop("checked",true);}
    else {$("#" + sParameterName[0]).val(decodeURIComponent(sParameterName[1]).replace(/\)\(/g, "<br/>"))};
    }
    };
    getUrlParameter("");
    /* End QR */
    });
    2
  • Naomi Watnick

    Hi - What are the options for having this supported inherently by Zendesk?

    0
  • Arthur Benhamou

    Holy ¨¨ 7 years??

    1
  • Dovile Janule
    Zendesk Product Manager

    👋 We are looking for your valuable insights and perspectives. We’ve been thinking for a while about making our Web Form experience as valuable as possible for you. We think we’ve got some pretty good ideas but want to get your valuable opinion on how best to do it, based on your needs. Help us fill-in some of the blanks, by taking part in this quick survey 🙏

    1
  • Steve Hope

    I was looking for this functionality today since I can do this using Wufoo forms / surveys! Looking forward to this.

    example: setting the request topic

    ?request_custom_fields_52616568=getting_started

    0
  • Alan Canode

    +1. Today we sometimes find ourselves in the awkward position of posting a link to a form and also having to add a bunch of text instructions for how to fill out fields to make sure the ticket gets routed appropriately. (Or contributing to form bloat by creating a bunch of really specific forms.)

    0

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