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Editing 'Description shown to end users' for Description field per ticket form

Answered


Posted Dec 30, 2020

Hello, 
I would like to be able to change the 'Description shown to end users' for the mandated Description field per ticket form. 

For instance, I would like Ticket Form 'X' to have the Description field read: "Please submit the details regarding 'X' here"

and for Ticket Form 'Y' to read: "Please enter all data pertaining to 'Y' in the above box"

I would like to accomplish this without creating a specific 'description' field for each form. 
I have used the Guide Admin to auto populate and hide these fields (Subject & Description)on some forms before so I assume that this is possible. 

Thank you in advance for any recommendations! 


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46 comments

image avatar

Ifra Saqlain

Zendesk LuminaryMost Engaged Community Member - 2022Most Engaged Community Member of The Year - 2021Community Moderator

Hi Nicole, can you share the URL of that page where you want to do this?

0


Hi Ifra Saqlain! I was able to get it sorted with help from another ZenDesk community member. But I appreciate your offer of help so much!

0


image avatar

Ifra Saqlain

Zendesk LuminaryMost Engaged Community Member - 2022Most Engaged Community Member of The Year - 2021Community Moderator

Great that you got the solution! 

0


Ifra Saqlain so the I did get the email field taken care of but I now can't figure out the description field as well as a custom field. Due to both being used on multiple forms, I'd like to just change the field name end users see on one particular form. I tried to use  code that was used for the email field, but it's not working. What I tried: 

if ($("#request_issue_type_select").val() == "formID") {
  $('.form-field.request_description label').text('Additional Notes/Description'); //Change the description field title
$('.form-field.request_custom_fields_1500012003202').text('Department'); //Change the custom field title
};

Any thoughts on these? Thanks!

 

0


image avatar

Ifra Saqlain

Zendesk LuminaryMost Engaged Community Member - 2022Most Engaged Community Member of The Year - 2021Community Moderator

@Nicole, use the below code:

if(HelpCenter.user.role == 'anonymous' || HelpCenter.user.role == 'end_user') {
  if ($("#request_issue_type_select").val() == "5361962484244") {
    $('.form-field.request_description label').text('Additional Notes/Description'); //Change the description field title
    $('.form-field.request_custom_fields_1500012003202').text('Department'); //Change the custom field title
  };
}


 

5361962484244 remove this ID and add yours. 

0


Hi Ifra Saqlain

That didn't work either. :(  If you'd like to see the form, I'll have it active until sometime tomorrow (haven't launched it yet). 

[removed]

Thanks!

0


image avatar

Ifra Saqlain

Zendesk LuminaryMost Engaged Community Member - 2022Most Engaged Community Member of The Year - 2021Community Moderator

Hi Nicole,

Copy and paste the below code:

if ($("#request_issue_type_select").val() == "12646497724951") {
  $('.form-field.request_description label').text('Additional Notes/Description'); //Change the description field title
  $('.form-field.request_custom_fields_1500012003202 > label').text('Department'); //Change the custom field title
};

 

Thanks

0


Hi Ifra, 

That didn't work either. Thanks for trying though!

0


image avatar

Ifra Saqlain

Zendesk LuminaryMost Engaged Community Member - 2022Most Engaged Community Member of The Year - 2021Community Moderator

Nicole, code is working fine, currently the label is 'Main Working Location' and 'Description' but after adding the code snippet it would be 'Department' and 'Additional Notes/Description'.

 

 

 

0


Even with the code in there, I'm not seeing updated fields on the form. ZenDesk won't let me attach a picture to this comment, but alas, it's still the same. I'm incognito and refreshed, still the same. I will look to see if there is other code in the js page that may be conflicting. 

 

 

0


image avatar

Ifra Saqlain

Zendesk LuminaryMost Engaged Community Member - 2022Most Engaged Community Member of The Year - 2021Community Moderator

I just saw your script.js file of live theme, there isn't the code which I shared above.

I hope you are adding that code in your live theme and then test.

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Oh my gosh, Ifra! Please forgive my ignorance. You are absolutely correct, I was placing it in the js file under the wrong brand. I always forget about that! I am so sorry!!

If you can, can you just remove the company name out of the URLs in your post, I would greatly appreciate it! :) 

You're a rockstar!!

0


image avatar

Ifra Saqlain

Zendesk LuminaryMost Engaged Community Member - 2022Most Engaged Community Member of The Year - 2021Community Moderator

Don't Say sorry, It happens!

I have removed the URL from all posts.

0


Ifra, promise last question! lol. Do you have any idea why the fields now show "â-3/4" at the side? It shows on all forms. Not all fields on the forms, but quite a few. I haven't seen this before. 

 

 

 

 

 

0


image avatar

Ifra Saqlain

Zendesk LuminaryMost Engaged Community Member - 2022Most Engaged Community Member of The Year - 2021Community Moderator

Do refresh the page once or twice..

 

Nicole, I just saw your HC and I'm getting icon instead of Unicode,  clear your browser cache or check on another browser.

I found similar to this:

Ensure the browser and editor are using UTF-8 encoding instead of ISO-8859-1/Windows-1252.

Or use ’

 

Reference

https://stackoverflow.com/questions/2477452/%C3%A2%E2%82%AC-showing-on-page-instead-of

0


Ifra Saqlain I was able to change the Zendesk standard title 'description' to 'share feedback'. Now the 'description' field is no longer a requirement and someone can submit the form but it won't create a ticket in Zendesk. We are using this form for our internal customer portal, so a Zendesk login is not required.

I tried the code below as I found it in another Zendesk article, but it doesn't seem to work. Are you able to help me with making the required field a requirement for submission? Below are two different scenarios I'm running into. 

</script>
<input type="request description" required/>
</script>

I am running into two issues:

1) When I am logged in as Zendesk admin, I get the form view I want where email is optional and the description is required, see below. I can submit the ticket with only the description field completed and it'll create a ticket in Zendesk.

  • Without logging into Zendesk, this is the ideal customer experience I want since this form is on our customer portal. 

2) When I am not logged into Zendesk, the email and description fields can be bypassed, and it won't go anywhere. If our customer only fills out the description field, it won't go into Zendesk. Both email and description are required, but it doesn't give the Zendesk standard 'error message'.

 

Thanks so much in advance for your help!

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