Formatting Descriptions on Ticket Forms

25 Comments

  • Ludvig Warrer

    Totally agree with Melissa on the following part;

    "Right now, if I have various individual lines in the description with their corresponding definitions, the system lumps everything together into one paragraph on the end-user side. It would be good to be able to separate the lines, make some of the text bold, etc."

    I am also interested in the functionality of having help texts associated to each form question. Typically presented to the user as a "?" mark next to the actual question, which they can hover their mouse over to read more.

    The detailed description you offer now, is too clumpsy and makes the overall form look verbose.

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  • Jamie Noell

    +1

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  • Mike Schepker

    This definitely needs to be a thing. We have a priority dropdown and we explain the SLA of the priority levels in the description. It would be great if this allowed HTML or some other way to provide this information on the form itself. 

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  • Louis Evangelista

    +1

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  • matto

    Hey Zendesk Team, 

    Wanted to check on this, I found a similar conversation from 5 years ago in the About Ticket Fields thread with the following comment

    There were two links included, both are dead now. 

    Feature Request: HTML in Ticket Field Descriptions as well as Customizing Ticket Field Descriptions With HTML.

    Any insight on if the feature was closed as "Won't Do" or if there is a way to get around the HTML scrubbers, of we could get that article published again as "use at own risk"?

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  • Nicole Saunders
    Zendesk Community Manager

    Hey Matt, 

    The feature request asked to make a link in an image clickable, and the product manager responded that the functionality was enabled ~4 years ago. The title didn't really accurately reflect what the request was for, and my guess is that request didn't cover what you're seeking.

    The article was archived as the content contained several workarounds that are now out of date and no longer functional.

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  • matto

    Thank you @... for the additional context! 

    Also adding in a vote for this, we have some confirmation checkboxes that would greatly benefit from allowing line breaks and bolding. Looks like URLs auto-format to href links, so maybe opening the scope of the HTML used would be super helpful on our end. 

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  • Nicole Saunders
    Zendesk Community Manager

    You're welcome, Matt. Thanks for sharing your feedback!

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  • Paul French

    +1 here, currently the formatting is plain and ruins the look of the ticket form

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  • Ronny Röe

    +1 here as well, just the possibility to add a line feed, like \n would be great, everything else a bonus to make it look professional.

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  • Anggie Ramirez

    +1 . I am enabling a Business Impact dropdown, but need to add descriptions and right now is all one big paragraph.

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  • Erkin M.Yaşar

    +1

    We would like to add GDPR Checkbox and share a link for endusers in order to create tickets by forms. So using "html" would be a great option on description of ticket field.

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  • David Milward

    This would be great to help make this part of forms more useful.

    We would aim to do it for our fields asking for licence keys etc to allow us to point the customer to a guide on finding the key if they haven't got it.

    For those that are stuck, you can get around this limitation by adding something similar to the below to your script.js in the help centre theme.

    The field names come from the API page here

    The code has to be added within the $(document).ready(function() { of the script.js file

    $('.form-field.request_description').append('<p id="request_description_hint">INSERT TEXT TO DISPLAY HERE</p>')
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  • Mario Sperlich

    +1 to this feature request.
    @... Thanks for pointing out the workaround. I'll check that out.
    But we're running a multibrand scenario and it will be quite cumbersome to have this kind of tailoring in each help center theme.
    Definitely looking for a built-in solution.
    Also, I found this article describing my exact use case for the Web Widget.
    https://support.zendesk.com/hc/en-us/articles/360049789094-How-do-I-add-a-disclaimer-on-the-contact-form-of-the-Web-Widget-
    Looking at the last screenshot it 's nicely styled, so not sure why the Web Widget can do this but a normal request form in the help center can't.

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  • Paul Curson

    @... - Thanks for adding this really useful workaround. Can descriptions also be added for custom fields using the same method? Any examples you can give you would be great. Thank-you!

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  • David Milward

    @... - I agree the solution is not great for multibrand (we are in the same boat) but thankfully our secondary brands haven't required the customization yet so are happy with the current setup.

    @... - You can do it with custom fields, we have it set up on one of our forms (linked here) with the Subscription ID and Licence Key fields displaying different descriptions.

    $(".form-field.request_custom_fields_FIELDIDHERE").append('<p id="request_description_hint">To locate your licence key for Exclaimer, follow the guide <a href="Link" target="_blank">here</a></p>');
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  • Paul Curson

    @... - Thank-you! Exactly what I was looking for. Appreciate you responding so quickly. 

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  • Stephen Fleming

    +1 this would be a great feature to have!

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  • Kuldeep Patidar

    Hi @... @..., Could you please show us how did you input that code?

    FYI: I tried updating your code in "Copenhagen Theme version 2.9.0", but it did not work! Any information that you could share would be greatly appreciated.

    Thanks,

    Kuldeep

     

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  • Paul Curson

    Hi @... - Can you tell me what you are trying to add to your theme so I can help?

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  • Kuldeep Patidar

    Thanks, @...!

    Yes, I'm trying to impose certain conditions on a ticket form and I'm looking forward if you could help me find a way to setup the following:

    1. I want to include a blocker where the user cannot submit the form if the value of a #number custom field is under 500. The "Submit" button should not appear if the user opts for a number between 0 and 499. Can the Submit button be turned off/disabled when the value is below the required number?

    2. I need to attach an thumbnail image on the form, as a reference that shows the user "how to navigate within the options". Fundamentally, the picture would be a screenshot of the instructions that would be opened in a new window after a click, so that users can pass through the instruction points.

    3. I used a workaround to get a hyperlink on the ticket form by adding the code David had mentioned earlier on the article but it didn't work for me.

    document.querySelector(".form-field.request_custom_fields_360047530252").append('<p id="request_description_hint">To locate your Budget, follow the guide <a href="https://<your Zendesk URL here>.com/hc/en-us/categories/360002075214-Budget" target="_blank">here</a></p>');
    Thanks in advance for any help on this one. :)
     
    Regards, Kuldeep
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  • Courteney Morris

    Has this feature request been added or is there a plan for this currently being worked on -

    Feature Request: HTML in Ticket Field Descriptions as well as Customizing Ticket Field Descriptions With HTML.

    Any update would be much appreciated! Thank you!

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  • Dave Smith

    David Milward - How did you get the sliding effect in your ticket form (in the Product field)?

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  • David Milward

    Dave Smith - I believe you mean the subsections (correct me if wrong).  In a dropdown, you can add :: between parts to create a subsection in the dropdown.  For us this was

    Exclaimer Cloud:: Signatures for G Suite

    Exclaimer Cloud:: Signature for Office 365

    It leaves you with Exclaimer Cloud visible first, then selecting those slides to create a new list of Signatures for Office 365 and Signatures for G Suite for selection.

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  • Dave Smith

    Perfect!

    Thank you David Milward

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