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Feature Request: Adding a name field to your Help Center ticket form
Posted Jun 06, 2020
Feature Request:
Adding a name field to your Help Center ticket form
Description:
We've seen multiple people struggling with the fact there isn't a out-of-the-box way to display the name field in the ticket form.
The current problem with email addresses is they often don't contain the full name at all, sometimes it's even worse when your organisation is dealing with consumers because they often use nicknames in the email addresses. Now this means agents have to update the users which submit a ticket via the webform on the Help Center.
Use Case:
We have many customers that submit tickets without putting in their name. At that point, it simply adds another step to get their name.
Reason for Posting:
I know that I can accomplish this by using the tip I posted. But, I really believe that this is something that should be simple and easy in the Admin menu to do.
I really don’t believe that a Zendesk Admin should have to learn web design to implement this.
That is why I have posted it as a feature request. There should be no need for a workaround for this simple feature.
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12 comments
Evelia Casales
Hi!
It would be great to have it without any workaround since this is a field available now on widget that must be extended on web from.
2
Daniel Renwick
Agreed. Would love this instead of bloating up the ticket fields.
2
PAUL STRAUSS
Would love to be able to capture any user contact information (i.e. Phone, Name, Address) on a Help Center form and automatically have it store on the User record, rather than having to add these as custom fields and then use automation or triggers to copy them into the proper locations.
3
Liz W
I agree. It's bizarre that something as basic as the requester name isn't an available built-in field, and that there isn't a simple way to have this included as the name in the end user account that is created when a new user submits a ticket.
4
brian houser
Thank you for posting this as I have the same issue. I am not able to access the work around documentation posted here as I get a "Permission Denied" message. Can anyone help me find documentation to do this work around?
https://support.zendesk.com/hc/en-us/community/posts/202649693-Workaround-Adding-a-name-field-to-your-Help-Center-ticket-form
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Brett Bowser
Keep me posted :)
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brian houser
Brett Bowser I'm able to access the work around link now. Thanks!
0
Brett Bowser
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Liudmila Rybakova
Any official reaction to this??
2
Charlie T
How has this still not been added?! Form 101 - NAME
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Gaurav Parbat
Hello all, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
We wanted to let you know that at this time we are not able to commit to building this feature. We will reconsider this in 2025. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.
0
Nate Hales
Are there any known workarounds that do not require webhooks?
I am surprised this sounds like has been an ongoing issue with Zendesk for 10 years. (https://support.zendesk.com/hc/en-us/community/posts/4409515211162?per_page=30&page=2#comments)
I currently use a custom field, but it requires manually entering this into the end user's contact. Then it can get messy with potentially needing to merge contacts. Would love any recommendations here!
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