Zendesk chat widget subject field to be separated from system generated field

Answered

8 Comments

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Shehryar Khaliq Lodhi,

    Thanks for sharing your feedback around having more fields in the widget. Currently, this is not something that is being prioritised in the roadmap for this year.

    Generally, the more fields you add to the form the less likely the visitors will want to start a conversation with the business. We also offer the ability to change the ticket subject once it has been created to be described by the agent that is relevant or summaries the conversation. 

    -Ramin

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  • Shehryar Khaliq Lodhi

    Hi Ramin,

    That day I was going through one of your Developer docs and there i saw that we can add a subject filed through this code

    https://developer.zendesk.com/api-reference/widget/settings/#subject 

    so can you like guide me how can i add this in my existing code for "Request a quote" should have a subject field separated like "how may I help you" should not be the subject.

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    The endpoint you liked to is just for the contact form and not chat, the Web Widget does not offer custom buttons to be placed among the contact options. 

    If you just want to rename the contact us option for the ticket form, there is a separate API to set the label: https://developer.zendesk.com/api-reference/widget/settings/#contactformlabel

     

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  • Shehryar Khaliq Lodhi

    Okay But how will I add a subject field separately. Because the reason is anyone who requests a quote it creates the subject which is "How may I help you"  I like want the subject field to be a separate field so in this way when a customer sends a ticket so it should be having a subject like the title of it.

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    https://developer.zendesk.com/api-reference/widget/settings/#subject

    There is an optional JS API you can use to have a subject field on the contact form in the Web Widget (Classic). If you have further questions about using the APIs, I recommend you reach out to our advocacy team for further assistance. 

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  • Shehryar Khaliq Lodhi

    How to add this in in my code I did multiple times and Subject field was not appearing?

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Send your sample code/test page and account information to our advocacy team and they can troubleshoot it further with you. 

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  • Shehryar Khaliq Lodhi

    How to add this field in the this code.

     

    <!-- Start of tilemountain Zendesk Widget script -->

    <script id="ze-snippet" src="https://static.zdassets.com/ekr/snippet.js?key=7917054b-e6f1-4029-85e4-a4c8b2c78242"> </script>
    <script type="text/javascript">
          window.zESettings = {
        webWidget: {
            chat: {
                connectOnPageLoad: true
            }

        }
    };
    zE(function() {
    //Zopim API
    $zopim( function() {
    $zopim.livechat.concierge.setTitle('Tile Mountain');
    $zopim.livechat.concierge.setName('Tile Mountain');
    $zopim.livechat.concierge.setAvatar('https://www.tilemountain.co.uk/assets/logo.svg');
    $zopim.livechat.window.setTitle("Support");
    $zopim.livechat.prechatForm.setGreetings("How can we help?");
    $zopim.livechat.departments.filter('Tile Mountain');
    $zopim.livechat.theme.reload();
    //End Zopim API
    });
    });

    </script>
    <script type="text/javascript">
    window.zESettings = {
    webWidget: {
    chat: {
    connectOnPageLoad: true
    },
    contactForm: {
    subject: true
    },
    contactOptions: {
    enabled: true,
    contactFormLabel: { '*': 'Request a quotation' },
    chatLabelOnline: { '*': 'Chat with us' }                               

    }
    }
    };
    </script>

     

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