Integrating Form Craft with Zendesk

10 Comments

  • Jessie Schutz
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    Hi there!

    The Requester field uses the customer email address to identify the requesting user, not the customer name; I think this is probably where you're running into an issue.

    Zendesk uses the customer email address as the unique identifier for each user (hence the inability to have two users with the same email). If you map the email field from your form to the Requester field in your tickets, that should take care of the issue. 

    Please let me know if you have any other questions!

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  • Support
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    Hi Jessie. Many thanks for your help! While this does partially fix the problem, I'm still receiving Zendesk tickets (from Form Craft) that have "No Name" under the 'Requester' category, when in dashboard view (Zendesk). See attached image #1. Other fields are importing fine.

    However, when I actually open up the ticket, the proper information (email imported from Form Craft) displays in the Requester field. See attached image#2.

    Any ideas what's going on? Thanks so much again!

    Marc

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  • Jessie Schutz
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    Hi again!

    The customer's actual name isn't appearing in your column because your form maps to your ticket, not the user profile, and the requester field in tickets only takes email addresses. Customer names are actually populated in your views from the user profile. Your form can't map to the user profile, hence the customer name field there remains blank.

    I consulted with some of my colleagues on this, and your best bet for getting the name to populate is to pull your form information into Zendesk using the API. You can find more information on this in our developer resources: https://developer.zendesk.com/rest_api/docs/core/introduction

    Please let me know if you have any other questions!

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  • Support
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    Hi Jessie, 

    Many thanks again!

    OK, so the issue referenced above ("No Name" showing in Requester field of ticket in dashboard) occurs regardless of whether I use the Submit a Request form provided through Zendesk OR the form that I've created with FormCraft. Same issue with both. (And FormCraft is pulling information using the API.)

    The problem seems to be very simple, but unfortunately nothing seems to work to fix. Plainly, something other "No Name" needs to show in the Requester column. You mention that this should be email (which is fine), but I can not get that working. 

    Any other suggestions. We are about to hop over to a different service, b/c this is way to hard. 

    Thanks much again, Marc

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  • Jessie Schutz
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    Hey Marc!

    Even in the Zendesk form, if you make a custom field for the customer name it isn't automatically going to map to the cutomer name field in the user profile, just as we talked about with the FormCraft forms.

    What should happen is, when a customer submits a request through your Zendesk form, the customer name column should show the first part of their email address (the part that shows up before the '@' symbol).

    Is the "No Name" name showing up for new requesters and well as returning requesters? If a customer is already in your Zendesk with "No Name", that will continue to show up until you change it. However, if a new requester submits a ticket through your Zendesk form, the Name column should show the first part of their email as described above.

    Can you confirm which users are being affected?

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  • Support
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    Hi Jessie,

    Thank you. The problem is 'No Name" showing up for new requesters. It (No Name") shows up in two places: 1) in the first part of their email address, before the @, and 2) in the 'Requester' column in Zendesk dashboard view. Again, this is the case for forms submitted via ZenDesk OR Form Crafts.

    The only way (dirty workaround) that I've managed to actually get the customer name into the new ticket is via mapping 'Customer Name' to the 'Comments' field (I've done this in Form Craft). This isn't ideal. We'd like to see the customer name somewhere in the dashboard view, whether it's before the '@' symbol and/or under the Requester column header!

    Thanks again very much for your support & suggestions!

    Marc 

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  • Jessie Schutz
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    Hey Marc!

    This sounds like it could be a bug, so I'm going to get a ticket started for you with Support so we can take a closer look at it for you. We'll see you there shortly!

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  • Support
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    Thank you Jessie!  

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  • Matt Steffens
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    Hello. 

    I am using the FormCraft integration to bring tickets into Zendesk but having trouble with mapping some of the fields.

    Trying to map "Subject" (FC field) to custom Zendesk field "How can we help you." Both fields have the same values however when I submit through FormCraft and open the ticket in Zendesk the visible fields do not show any values. When I submit a ticket using Zendesk "submit a request" form the values to come through into the ticket.

    Sort of similar is the "closest store" (FC field) and custom Zen field "Store closest to you." However in this case, some of the values do come through, but not others. I checked the values that don't and they are spelled and capitalized the same in both Zendesk and FormCraft. Not sure why some work and others don't.

    And related to a post above, I too do not get the name before the @ sign of an email address to populate my ticket viewer under 'Requester." All I get is "No Name" under Requester, then have to open the ticket to see the name in the name fields. I thought the post above said that when using the Zendesk or FormCraft forms that the name before the @ sign would populate 'Requester' from the ticket view where I can see all of the tickets that have come in.

    Please help.

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  • Jessie Schutz
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    Hey Matt!

    With regard to the "No Name" issue, are you testing with the same email address over and over again? Once that email address is in Zendesk with "No Name" attached to it, all subsequent tickets from that email address will show up as "No Name." I'd recommend testing with a different email address to confirm that this is not the issue you're having.

    As far as the field mapping goes, my understanding is that if you have custom fields that have the same name as a system field, it'll mess with your field mapping.

    Beyond that, I would recommend contacting the app developer here: nish@ncrafts.net The FormCrafts app is a third party app so the developer will be your best bet for support. If you don't get a response from them, we'll do our best to help. :)

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