Text line on Ticket Forms?

37 Comments

  • Kay Heunen
    Community Moderator

    Dave Foster Could you explain a little further what exactly are you trying to achieve?

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  • Dave Foster

    It turns out that all the jquery customizations will in fact work with the updated Templating API v2. After reading a little more into it, I found information to import a jquery library here.

    Thanks for following up!

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  • Nicole Saunders
    Zendesk Community Team

    Glad to hear you got it figured out, Dave!

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  • Matthew Salas

    Hello,

    Is there a way to accomplish this within the agent screen?

    Use case: We have different payment programs for our customers depending on specific criteria. We have these broken down in a tree style with yes or no drop downs and there is a chance the customer may not be eligible for that particular program.

    Is there a way to display a message to an agent that would say 'Customer not eligible, please select a different program'?

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  • Gail L
    Zendesk Community Team

    Hi Matthew,

    This is a case where you'd want the decision tree to only offer that program as an option if the customer is eligible, there's not a way to have the text prompt the agent in the way you describe.

    You might want to have agents work off a macro that has notes on the eligibility to call this out to them (like a checklist on a internal note), or have an internal knowledge base article that highlights the eligibility restrictions as an alternative.

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  • Alex Bravo

    I actually have the exact same question as Justin. There are some request categories (living in a dropdown) that we'd like to A) display a text message with no entry field associate with it B) ideally hide the form submission button so that if the user makes that selection, they actually cannot submit a request (for example, we want to direct them to another support page instead).

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  • Anna Roussanova
    Zendesk Team Member

    Hey Alex, this would be possible with a whole lot of custom JS code in your Help Center theme. I'd encourage you to get your developers involved to look into doing that. Alternatively, you could engage with our professional services team who could build that out for you.

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