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Embedded forms to create tickets
Posted Nov 16, 2022
I thought this feedback would have been posted years ago, but it looks like it did not.
It's one of the things I think Zendesk miss the most, and that many of our clients (as Zendesk partner) would like to use : the ability to embed Zendesk forms into their website.
Pretty simple and straightforward use case :
- Define a form in the Admin Center (with fields and conditions)
- (TBD) Define font, colors, design elements - new
- Generate a code/script to be added to any website to set-up the form that will automatically create a ticket in Support
When I searched in the Community, I found signs that users were looking for it, like here and there.
The Zendesk answer is : you can always use the Web Widget.
True, but (1) it's not the same experience for the customer and (2) the widget may be sunset at some point, the new messenger getting all the new features and sexy stuffs. So setting up the Web Widget now is not really a good option.
The alternative is : use any form and create a ticket via API. Also true, but requires some additional development and research (for webmaster or developers). So it doubles the work for something that seems very basic.
In the end, I strongly thing this would be a very good additional feature.
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3 comments
Andres
100 percent agree, this seems like such a simple thing to offer that it blows my mind it's not out of the box. I thought the whole point of Zendesk is not having to know how to code to be able to help your customers, but to just have a form for a site visitor to tell us their name and email I need to hire a developer.
Definitely agree with J. S. that this is an important feature.
3
Luke Smith
Funny how this has gotten no response from Zendesk at all. So frustrating.
0
Anastasiya Kastsiushkina
Hi all,
Thank you for your feedback!
For collecting user information, we recommend using our Zendesk Web Widget (Messaging). While different from the embedded forms in the Web Widget (Classic), our Zendesk Web Widget (Messaging) also allows you to collect some information from customers in a form format. This article (especially the "Ask for details" part) may help you understand how it works and whether it solves your use case.
We will leave this post open for comments to allow others to provide their feedback. However, please note, as stated in our Community Guidelines, we cannot commit to prioritizing any one piece of feedback we receive from the community.
Thank you again for your feedback and for being a valued Zendesk customer.
Best regards,
Anastasiya
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