Hi The Art of Service, unfortunately I can't pinpoint the issue based on what you've shared.

As both Subject and Message/Description are mandatory ticket form fields, they should be visible in the New Request page. Please reach out to Zendesk's Support team, so they can take a closer look into this.

If you still haven't modified your Help Center to fit your brand image and needs, you can also try adding a second Copenhagen theme to Guide again, to confirm whether the problem persists with a new theme created from scratch.

Thanks Pedro, here is what mine says:

 

<div class="container-divider"></div>
<div class="container">
  <nav class="sub-nav">
    {{breadcrumbs}}
    <div class="search-container">
      <svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" class="search-icon" aria-hidden="true">
        <circle cx="4.5" cy="4.5" r="4" fill="none" stroke="currentColor"/>
        <path stroke="currentColor" stroke-linecap="round" d="M11 11L7.5 7.5"/>
      </svg>
      {{search submit=false}}
    </div>
  </nav>

  <h1>
    {{t 'submit_a_request'}}
    <span class="follow-up-hint">
      {{follow_up}}
    </span>
  </h1>

  <div id="main-content" class="form">
    {{request_form wysiwyg=true}}
  </div>
</div>

Hi, thanks for that! It's not as immediate to spot, unfortunately. Could you please share what your new_request_page.hbs file looks like, just to double-check?

Thanks in advance!

Hi Pedro, thanks for helping, I haven't touched the script.js at all, here's what it says in

https://theartofservice.zendesk.com/theming/editor/c1fbb6c8-c526-4952-acfb-b45e39435464/script.js

Could you maybe send me a version that works so I can replace it?

// Vanilla JS debounce function, by Josh W. Comeau:
// https://www.joshwcomeau.com/snippets/javascript/debounce/
function debounce(callback, wait) {
  let timeoutId = null;
  return (...args) => {
    window.clearTimeout(timeoutId);
    timeoutId = window.setTimeout(() => {
      callback.apply(null, args);
    }, wait);
  };
}

// Define variables for search field
let searchFormFilledClassName = "search-has-value";
let searchFormSelector = "form[role='search']";

// Clear the search input, and then return focus to it
function clearSearchInput(event) {
  event.target.closest(searchFormSelector).classList.remove(searchFormFilledClassName);
  
  let input;
  if (event.target.tagName === "INPUT") {
    input = event.target;
  } else if (event.target.tagName === "BUTTON") {
    input = event.target.previousElementSibling;
  } else {
    input = event.target.closest("button").previousElementSibling;
  }
  input.value = "";
  input.focus();
}

// Have the search input and clear button respond 
// when someone presses the escape key, per:
// https://twitter.com/adambsilver/status/1152452833234554880
function clearSearchInputOnKeypress(event) {
  const searchInputDeleteKeys = ["Delete", "Escape"];
  if (searchInputDeleteKeys.includes(event.key)) {
    clearSearchInput(event);
  }
}

// Create an HTML button that all users -- especially keyboard users -- 
// can interact with, to clear the search input.
// To learn more about this, see:
// https://adrianroselli.com/2019/07/ignore-typesearch.html#Delete 
// https://www.scottohara.me/blog/2022/02/19/custom-clear-buttons.html
function buildClearSearchButton(inputId) {
  const button = document.createElement("button");
  button.setAttribute("type", "button");
  button.setAttribute("aria-controls", inputId);
  button.classList.add("clear-button");
  const buttonLabel = window.searchClearButtonLabelLocalized;
  const icon = `<svg xmlns='http://www.w3.org/2000/svg' width='12' height='12' focusable='false' role='img' viewBox='0 0 12 12' aria-label='${buttonLabel}'><path stroke='currentColor' stroke-linecap='round' stroke-width='2' d='M3 9l6-6m0 6L3 3'/></svg>`;
  button.innerHTML = icon;
  button.addEventListener("click", clearSearchInput);
  button.addEventListener("keyup", clearSearchInputOnKeypress);
  return button;
}

// Append the clear button to the search form
function appendClearSearchButton(input, form) {
  searchClearButton = buildClearSearchButton(input.id);
  form.append(searchClearButton);
  if (input.value.length > 0) {
    form.classList.add(searchFormFilledClassName);
  }
}

// Add a class to the search form when the input has a value;
// Remove that class from the search form when the input doesn't have a value.
// Do this on a delay, rather than on every keystroke. 
const toggleClearSearchButtonAvailability = debounce(function(event) {
  const form = event.target.closest(searchFormSelector);
  form.classList.toggle(searchFormFilledClassName, event.target.value.length > 0);
}, 200)

document.addEventListener('DOMContentLoaded', function() {
  // Key map
  var ENTER = 13;
  var ESCAPE = 27;
  var SPACE = 32;
  var UP = 38;
  var DOWN = 40;
  var TAB = 9;

  function closest (element, selector) {
    if (Element.prototype.closest) {
      return element.closest(selector);
    }
    do {
      if (Element.prototype.matches && element.matches(selector)
        || Element.prototype.msMatchesSelector && element.msMatchesSelector(selector)
        || Element.prototype.webkitMatchesSelector && element.webkitMatchesSelector(selector)) {
        return element;
      }
      element = element.parentElement || element.parentNode;
    } while (element !== null && element.nodeType === 1);
    return null;
  }

  // Set up clear functionality for the search field
  const searchForms = [...document.querySelectorAll(searchFormSelector)];
  const searchInputs = searchForms.map(form => form.querySelector("input[type='search']"));
  searchInputs.forEach((input) => {
    appendClearSearchButton(input, input.closest(searchFormSelector));
    input.addEventListener("keyup", clearSearchInputOnKeypress);
    input.addEventListener("keyup", toggleClearSearchButtonAvailability);
  });

  // social share popups
  Array.prototype.forEach.call(document.querySelectorAll('.share a'), function(anchor) {
    anchor.addEventListener('click', function(e) {
      e.preventDefault();
      window.open(this.href, '', 'height = 500, width = 500');
    });
  });

  // In some cases we should preserve focus after page reload
  function saveFocus() {
    var activeElementId = document.activeElement.getAttribute("id");
    sessionStorage.setItem('returnFocusTo', '#' + activeElementId);
  }
  var returnFocusTo = sessionStorage.getItem('returnFocusTo');
  if (returnFocusTo) {
    sessionStorage.removeItem('returnFocusTo');
    var returnFocusToEl = document.querySelector(returnFocusTo);
    returnFocusToEl && returnFocusToEl.focus && returnFocusToEl.focus();
  }

  // show form controls when the textarea receives focus or backbutton is used and value exists
  var commentContainerTextarea = document.querySelector('.comment-container textarea'),
    commentContainerFormControls = document.querySelector('.comment-form-controls, .comment-ccs');

  if (commentContainerTextarea) {
    commentContainerTextarea.addEventListener('focus', function focusCommentContainerTextarea() {
      commentContainerFormControls.style.display = 'block';
      commentContainerTextarea.removeEventListener('focus', focusCommentContainerTextarea);
    });

    if (commentContainerTextarea.value !== '') {
      commentContainerFormControls.style.display = 'block';
    }
  }

  // Expand Request comment form when Add to conversation is clicked
  var showRequestCommentContainerTrigger = document.querySelector('.request-container .comment-container .comment-show-container'),
    requestCommentFields = document.querySelectorAll('.request-container .comment-container .comment-fields'),
    requestCommentSubmit = document.querySelector('.request-container .comment-container .request-submit-comment');

  if (showRequestCommentContainerTrigger) {
    showRequestCommentContainerTrigger.addEventListener('click', function() {
      showRequestCommentContainerTrigger.style.display = 'none';
      Array.prototype.forEach.call(requestCommentFields, function(e) { e.style.display = 'block'; });
      requestCommentSubmit.style.display = 'inline-block';

      if (commentContainerTextarea) {
        commentContainerTextarea.focus();
      }
    });
  }

  // Mark as solved button
  var requestMarkAsSolvedButton = document.querySelector('.request-container .mark-as-solved:not([data-disabled])'),
    requestMarkAsSolvedCheckbox = document.querySelector('.request-container .comment-container input[type=checkbox]'),
    requestCommentSubmitButton = document.querySelector('.request-container .comment-container input[type=submit]');

  if (requestMarkAsSolvedButton) {
    requestMarkAsSolvedButton.addEventListener('click', function() {
      requestMarkAsSolvedCheckbox.setAttribute('checked', true);
      requestCommentSubmitButton.disabled = true;
      this.setAttribute('data-disabled', true);
      // Element.closest is not supported in IE11
      closest(this, 'form').submit();
    });
  }

  // Change Mark as solved text according to whether comment is filled
  var requestCommentTextarea = document.querySelector('.request-container .comment-container textarea');

  var usesWysiwyg = requestCommentTextarea && requestCommentTextarea.dataset.helper === "wysiwyg";

  function isEmptyPlaintext(s) {
    return s.trim() === '';
  }

  function isEmptyHtml(xml) {
    var doc = new DOMParser().parseFromString(`<_>${xml}</_>`, "text/xml");
    var img = doc.querySelector("img");
    return img === null && isEmptyPlaintext(doc.children[0].textContent);
  }

  var isEmpty = usesWysiwyg ? isEmptyHtml : isEmptyPlaintext;

  if (requestCommentTextarea) {
    requestCommentTextarea.addEventListener('input', function() {
      if (isEmpty(requestCommentTextarea.value)) {
        if (requestMarkAsSolvedButton) {
          requestMarkAsSolvedButton.innerText = requestMarkAsSolvedButton.getAttribute('data-solve-translation');
        }
        requestCommentSubmitButton.disabled = true;
      } else {
        if (requestMarkAsSolvedButton) {
          requestMarkAsSolvedButton.innerText = requestMarkAsSolvedButton.getAttribute('data-solve-and-submit-translation');
        }
        requestCommentSubmitButton.disabled = false;
      }
    });
  }

  // Disable submit button if textarea is empty
  if (requestCommentTextarea && isEmpty(requestCommentTextarea.value)) {
    requestCommentSubmitButton.disabled = true;
  }

  // Submit requests filter form on status or organization change in the request list page
  Array.prototype.forEach.call(document.querySelectorAll('#request-status-select, #request-organization-select'), function(el) {
    el.addEventListener('change', function(e) {
      e.stopPropagation();
      saveFocus();
      closest(this, 'form').submit();
    });
  });

  // Submit requests filter form on search in the request list page
  var quickSearch = document.querySelector('#quick-search');
  quickSearch && quickSearch.addEventListener('keyup', function(e) {
    if (e.keyCode === ENTER) {
      e.stopPropagation();
      saveFocus();
      closest(this, 'form').submit();
    }
  });

  function toggleNavigation(toggle, menu) {
    var isExpanded = menu.getAttribute('aria-expanded') === 'true';
    menu.setAttribute('aria-expanded', !isExpanded);
    toggle.setAttribute('aria-expanded', !isExpanded);
  }

  function closeNavigation(toggle, menu) {
    menu.setAttribute('aria-expanded', false);
    toggle.setAttribute('aria-expanded', false);
    toggle.focus();
  }

  var menuButton = document.querySelector('.header .menu-button-mobile');
  var menuList = document.querySelector('#user-nav-mobile');

  menuButton.addEventListener('click', function(e) {
    e.stopPropagation();
    toggleNavigation(this, menuList);
  });

  menuList.addEventListener('keyup', function(e) {
    if (e.keyCode === ESCAPE) {
      e.stopPropagation();
      closeNavigation(menuButton, this);
    }
  });

  // Toggles expanded aria to collapsible elements
  var collapsible = document.querySelectorAll('.collapsible-nav, .collapsible-sidebar');

  Array.prototype.forEach.call(collapsible, function(el) {
    var toggle = el.querySelector('.collapsible-nav-toggle, .collapsible-sidebar-toggle');

    el.addEventListener('click', function(e) {
      toggleNavigation(toggle, this);
    });

    el.addEventListener('keyup', function(e) {
      if (e.keyCode === ESCAPE) {
        closeNavigation(toggle, this);
      }
    });
  });

  // Submit organization form in the request page
  var requestOrganisationSelect = document.querySelector('#request-organization select');

  if (requestOrganisationSelect) {
    requestOrganisationSelect.addEventListener('change', function() {
      closest(this, 'form').submit();
    });
  }

  // If multibrand search has more than 5 help centers or categories collapse the list
  var multibrandFilterLists = document.querySelectorAll(".multibrand-filter-list");
  Array.prototype.forEach.call(multibrandFilterLists, function(filter) {
    if (filter.children.length > 6) {
      // Display the show more button
      var trigger = filter.querySelector(".see-all-filters");
      trigger.setAttribute("aria-hidden", false);

      // Add event handler for click
      trigger.addEventListener("click", function(e) {
        e.stopPropagation();
        trigger.parentNode.removeChild(trigger);
        filter.classList.remove("multibrand-filter-list--collapsed")
      })
    }
  });

  // If there are any error notifications below an input field, focus that field
  var notificationElm = document.querySelector(".notification-error");
  if (
    notificationElm &&
    notificationElm.previousElementSibling &&
    typeof notificationElm.previousElementSibling.focus === "function"
  ) {
    notificationElm.previousElementSibling.focus();
  }

  // Dropdowns
  
  function Dropdown(toggle, menu) {
    this.toggle = toggle;
    this.menu = menu;

    this.menuPlacement = {
      top: menu.classList.contains("dropdown-menu-top"),
      end: menu.classList.contains("dropdown-menu-end")
    };

    this.toggle.addEventListener("click", this.clickHandler.bind(this));
    this.toggle.addEventListener("keydown", this.toggleKeyHandler.bind(this));
    this.menu.addEventListener("keydown", this.menuKeyHandler.bind(this));
  }

  Dropdown.prototype = {

    get isExpanded() {
      return this.menu.getAttribute("aria-expanded") === "true";
    },

    get menuItems() {
      return Array.prototype.slice.call(this.menu.querySelectorAll("[role='menuitem']"));
    },

    dismiss: function() {
      if (!this.isExpanded) return;

      this.menu.setAttribute("aria-expanded", false);
      this.menu.classList.remove("dropdown-menu-end", "dropdown-menu-top");
    },

    open: function() {
      if (this.isExpanded) return;

      this.menu.setAttribute("aria-expanded", true);
      this.handleOverflow();
    },

    handleOverflow: function() {
      var rect = this.menu.getBoundingClientRect();

      var overflow = {
        right: rect.left < 0 || rect.left + rect.width > window.innerWidth,
        bottom: rect.top < 0 || rect.top + rect.height > window.innerHeight
      };

      if (overflow.right || this.menuPlacement.end) {
        this.menu.classList.add("dropdown-menu-end");
      }

      if (overflow.bottom || this.menuPlacement.top) {
        this.menu.classList.add("dropdown-menu-top");
      }

      if (this.menu.getBoundingClientRect().top < 0) {
        this.menu.classList.remove("dropdown-menu-top")
      }
    },

    focusNextMenuItem: function(currentItem) {
      if (!this.menuItems.length) return;

      var currentIndex = this.menuItems.indexOf(currentItem);
      var nextIndex = currentIndex === this.menuItems.length - 1 || currentIndex < 0 ? 0 : currentIndex + 1;

      this.menuItems[nextIndex].focus();
    },

    focusPreviousMenuItem: function(currentItem) {
      if (!this.menuItems.length) return;

      var currentIndex = this.menuItems.indexOf(currentItem);
      var previousIndex = currentIndex <= 0 ? this.menuItems.length - 1 : currentIndex - 1;

      this.menuItems[previousIndex].focus();
    },

    clickHandler: function() {
      if (this.isExpanded) {
        this.dismiss();
      } else {
        this.open();
      }
    },

    toggleKeyHandler: function(e) {
      switch (e.keyCode) {
        case ENTER:
        case SPACE:
        case DOWN:
          e.preventDefault();
          this.open();
          this.focusNextMenuItem();
          break;
        case UP:
          e.preventDefault();
          this.open();
          this.focusPreviousMenuItem();
          break;
        case ESCAPE:
          this.dismiss();
          this.toggle.focus();
          break;
      }
    },

    menuKeyHandler: function(e) {
      var firstItem = this.menuItems[0];
      var lastItem = this.menuItems[this.menuItems.length - 1];
      var currentElement = e.target;

      switch (e.keyCode) {
        case ESCAPE:
          this.dismiss();
          this.toggle.focus();
          break;
        case DOWN:
          e.preventDefault();
          this.focusNextMenuItem(currentElement);
          break;
        case UP:
          e.preventDefault();
          this.focusPreviousMenuItem(currentElement);
          break;
        case TAB:
          if (e.shiftKey) {
            if (currentElement === firstItem) {
              this.dismiss();
            } else {
              e.preventDefault();
              this.focusPreviousMenuItem(currentElement);
            }
          } else if (currentElement === lastItem) {
            this.dismiss();
          } else {
            e.preventDefault();
            this.focusNextMenuItem(currentElement);
          }
          break;
        case ENTER:
        case SPACE:
          e.preventDefault();
          currentElement.click();
          break;
      }
    }
  }

  var dropdowns = [];
  var dropdownToggles = Array.prototype.slice.call(document.querySelectorAll(".dropdown-toggle"));

  dropdownToggles.forEach(function(toggle) {
    var menu = toggle.nextElementSibling;
    if (menu && menu.classList.contains("dropdown-menu")) {
      dropdowns.push(new Dropdown(toggle, menu));
    }
  });

  document.addEventListener("click", function(evt) {
    dropdowns.forEach(function(dropdown) {
      if (!dropdown.toggle.contains(evt.target)) {
        dropdown.dismiss();
      }
    });
  });
});

Hi The Art of Service, it looks like there's some customization preventing the fields from appearing (the default theme should show the 'Description' field accordingly).

Have you added any custom script to your Guide's script.js file that might show/hide fields, for example?