Text line on Ticket Forms?

Answered

41 Comments

  • Kay
    Community Moderator

    @... Could you explain a little further what exactly are you trying to achieve?

    0
  • 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!

    0
  • Nicole Saunders
    Zendesk Community Manager

    Glad to hear you got it figured out, Dave!

    0
  • 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'?

    0
  • Gail Leinweber
    Zendesk Customer Care

    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

    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.

    0
  • François Bellavance

    Hi, thanks for the help that was done. I tried what was mentionned before but in my case it do not work. If I write the line to display the sentence, it works but selecting the value "Non" do not work as displaying the sentence.

    Did someone managed to do this?

    $("#request_custom_fields_13723326467347").change(function() {
      if ($("#request_custom_fields_13723326467347").val() == "Non") {
        $('#request_custom_fields_13723326467347').after("Afin d'obtenir un appareil, vous devez avoir un contrat de plus de 10% dans la même école.");
      }
    });

    As an explanation, I'm trying to display some text when someone select a value in a custom field from a form.

    0
  • Remi
    Zendesk Customer Care

    Good day François Bellavance,


    Thank you for your post, hope you are doing well today!

    I can confirm the following code works in my HC : 

    $("#request_custom_fields_1500001044062").change(function() {
      if ($("#request_custom_fields_1500001044062").val() == "valeur_numero_1") {
        $('#request_custom_fields_1500001044062').after("Afin d'obtenir un appareil, vous devez avoir un contrat de plus de 10% dans la même école.");
      }
    });

    Just remember, you need to use the "value" attribute tied to your option from your Drop-Down, example from my HC here : Recording can be viewed here.

    And screenshot here :

    You need to use the related "value" attribute for this option when building your IF condition. 

    Hope this clarifies it! Have a lovely rest of your day.

    Best regards,

    0
  • Lydia Forsyth

    I used Scott's code to add text when a drop down is selected. It works, however; if the end user selects the option that the text shows up on, and then decides to select the other option in the drop down, the text still remains. Has anyone figured out a good if/then statement to hide the text when another option is selected? 

    Below is Scott's Code: 

     

    $("#request_custom_fields_yourcustomfieldidhere").change(function() {   // Script will run if this field is changed
    if ($("#request_custom_fields_yourcustomfieldidhere").val() == "valueofcustomfield") {
    $('.request_custom_fields_xxxxxxxxx').before( "<p>Header</p><hr>" ); // Your text/line etc.
    }
    });
    1
  • Larissa Hegglin

    Ed Ball We had the same need, I just placed the code directly in "new_request_page.hbs" like:


        <script>
              $('.request_custom_fields_10597936620572').before("{{dc 'ticketfeld_dispute_wichtig_beschreibung'}}");
          </script>

    In js the dynamic content was not valid. 


    It works perfectly.
      

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