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Allowing users to provide USER information on forms
Posted Feb 14, 2024
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
When creating help center forms, you can currently only get information about the specific ticket. You can get any information about the USER (like their address, phone number etc.) There should be a way to collect information to go to the user profile directly (including custom user fields) not just the ticket.
What problem do you see this solving? (1-2 sentences)
Being able to capture important information from the customer. Not have two fields for basic things like phone and address, and in many instances the phone number is on a ticket for some people but in the user for others depending on how they got in touch. (if they came in on a web form their phone number is on a custom ticket field, whereas if they call in their phone number goes to USER.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
Most days, whenever someone submits a ticket.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
I have double fields of basic things like phone and address that is collected on the TICKET, which then has to be manually copied and pasted into the USER. Super lame.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Be able to show / get submissions on USER fields to the website visitor so that I don't have phone, address and other USER-specific on a ticket AND don't have these important, basic information in two different places depending on how user gets into the system.
4
4 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
0
Jakub
Hello Andres,
As a workaround to make your workflow a little bit more automatic I would recommend using custom ticket fields and then map them automatically to user fields using a webhook and a trigger, this would allow you to pull all the custom ticket fields values related to users into their respective user fields every time a ticket is created through Help Center, it is not a perfect solution, but it would be a way to automate the process you already have in place.
If you don't want this information to be visible on the ticket (the field you want to use to pass the information from custom ticket field to user field) then you can hide it with Field Hide App:
https://www.zendesk.com/marketplace/apps/support/135334/hide-ticket-fields/
As for the steps, this process is not straightforward, I will share some basic steps that will need adjusting it to your needs.
1. Create a webhook and select Triggers and Automation (screenshot)
In the name put whatever you want to call it, in Endpoint put:
https://subdomain.zendesk.com/api/v2/users/{{ticket.requester.id}}.json,
Request Method PUT, Format JSON, and the method you want to authenticate it with.2. Create both fields, ticket and user field, if you already have them, skip this step. We will need the field id and user field key:
3. We need to create a trigger that will make a call to our webhook whenever a set of conditions is met, so you can set whatever you want this action to trigger, I only set the Ticket is Updated for test purposes:
The actions is what matters here, select Notify an active webhook and the webhook you created in step 1 and then the JSON, here is the very basic structure that fills the custom user field with key email_address with the actual email address, you will have to adjust it using custom user and ticket field placeholders.
{
"user": {
"user_fields": {
"email_address":"{{ticket.requester.email}}"
}
}
}
This is just an example, you could do it using custom fields with this placeholder as an example:{{ticket.ticket_field_<field ID number>}}
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Andres
Jakub oh boy, this looks complicated ... I will give it a shot when I have some time to dedicate to this, (I don't understand how anyone can use the forms wo collecting user info ...) but appreciate the help.. ty
0
Akarsh Jaiswal
Hi Team, we need to map the users fields to custom fields in the ticket form, please help if this workaround will solve this as it seems to be the solution for mapping custom fields to user fields and not the other way around.
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