Updating forms and updating form-specific URL

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mfg

Posted Sep 22, 2021

I have four forms that I can merge into one. Basically, there are 4 personnel forms that can be combined into 1 that has a field differentiating them.

If we have previously distributed the form-specific URL (ie has the "...?ticket_form_id=15000000XXXXX" parameter), and we deactivate the 4 original forms, I expect that the user will end up at the page as if it had no parameter (rather than a 404). Is that correct?

Is there a way to redirect from one form-specific URL to another ((ie from "...?ticket_form_id=15000000XXXXX" to "...?ticket_form_id=15000000YYYYY")?

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      Diogo Maciel

      Hi Matthew!

      The way we support this type of setup is through host mapping, which requires a few other steps in addition to set the DNS. You can find more information in the article below

      https://support.zendesk.com/hc/en-us/articles/4408838571930-Host-mapping-Changing-the-URL-of-your-help-center

      I hope this helps!

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      mfg

      Christopher Kennedy - If we are using Zendesk on our own domain (eg zendesk.my-domain.com), would there be any conflict to adding a redirect to our DNS record?

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      Christopher Kennedy

      Hi Matthew,

      You're correct.  When the provided ticket_form_id value does not exist, we simply display the /requests/new page with the dropdown menu for the user to select the form.

      There isn't a way to configure a server redirect from the old form to the new one.  But you can work around this with custom Javascript in your Help Center theme.  We demonstrate this concept in Redirecting traffic from deleted Help Center articles.  Though you can repurpose it for ticket form IDs: 

        var oldId = 'old ticket form ID';
        var newId = 'new ticket form ID';

        if (window.location.href.indexOf(oldId) > -1) {
            window.location.href = 'https://YOURSUBDOMAIN.zendesk.com/hc/en-us/requests/new?ticket_form_id='+newId; 
          }

      Best,

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