Pre-fill web widget or identify user with custom fields

10 댓글

  • Daniel Aron
    댓글 작업 고유 링크

    You can prefill visible fields using the fields setting api. For security reasons, we don't currently support sending "hidden fields" aka additional data about the user with a ticket or identify requests. We are planning to investigate a solution for this, and I'll post here when we have an update.

    3
  • Carlos Posadas
    댓글 작업 고유 링크

    Any timeline on adding support for custom hidden fields with customizable pre-populated information?  or due to the aforementioned security reasons is this not something that is planned for the near future.  

    0
  • Daniel Aron
    댓글 작업 고유 링크

    Hi Carlos, it is planned however I can't provide a specific ETA at this stage.

    0
  • Keith Nerdin
    댓글 작업 고유 링크

    So I'm assuming the fact that since Zendesk doesn't support sending "hidden fields" then it's not possible to send a typeform in an email using Zendesk Connect and be able to set it up to work the way you can using tools like Mailchimp or Autoplit? 

    (Below is a snippet from this Typeform help article.)

    0
  • Charlie
    댓글 작업 고유 링크

    Definitely need the ability to pass a hidden field. It's impossible to verify a chat user's identity without it! How anyone else is currently doing this is beyond me (or perhaps they just trust that people are who they say they are - which is certainly not what they should be doing).

    0
  • Daniel Aron
    댓글 작업 고유 링크

    Thanks for the feedback Keith and Charlie. We are aware of this need and are looking at ways to solve it holistically and securely. No ETA as yet. 

    In regards to verifying a user's identity, enabling authentication may help with this.

    0
  • Will Bisschoff
    댓글 작업 고유 링크

    Another request for this, as it will help our support teams. Not being able to send these fields, restricts what we can accomplish with the triggers without having to manually set them on tickets. Sending the custom fields within AnswerBot would also be very helpful for our teams.

    1
  • Stephane
    댓글 작업 고유 링크

    The official API documentation says it's not possible (https://developer.zendesk.com/embeddables/docs/widget/contact_form), but...

    .. according to this, it is: https://support.zendesk.com/hc/en-us/articles/115004884827-Using-custom-ticket-fields-and-ticket-forms-with-the-Web-Widget#topic_hqj_qpp_jz

    <script type="text/javascript">
    window.zESettings = {
      webWidget: {
        contactForm: {
          tags: ['new_tag', 'next_new_tag']
        }
      }
    };
    </script>
    1
  • Babul Mukherjee
    댓글 작업 고유 링크

    Stephane - I tried this and it does not work :(

        <script type="text/javascript">
    zESettings = {
    webWidget: {
    contactForm: {
    fields: [
    { id: 'name', prefill: { '*': '{{ customer.first_name }} {{ customer.last_name }}' } },
    { id: 'email', prefill: { '*': '{{ customer.email }}' } }
    ]
    }
    }
    };
    </script>
    0
  • Devan - Community Manager
    댓글 작업 고유 링크

    Hello Stephane,

    Would you be able to help Babul Mukherjee with troubleshooting the code you shared? 

    Best regards. 

    0

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