Creating pre-filled ticket forms

Fastpath: Admin Center > Objects and rules > Tickets > Forms

If you already know something about your customer or your customer's issue, then you can set up a form that has all of the pertinent fields (such as the Subject or Description fields), filled out. Not only is this a great way to save time for your end users, and get them closer to a resolution, but it also benefits your support agents by ensuring they have accurate and specific input from customers, enabling them to resolve the customer's issue more efficiently.

You must be an administrator to create a pre-filled ticket form.

Note: This feature requires that the theme you are using is the Templating API version 2. To check which version you are currently using, see About Guide templating versions.

For a more in depth explanation of this feature, watch the following video.

Pre-fill ticket forms (2:03)

This article covers:

• Configuring a pre-filled ticket form
• Parameter keys and values

Related articles:

• Customizing and creating support request forms
• Creating conditional ticket fields
• Creating multiple ticket forms to support different request types
• Enabling agents to access request forms

Configuring a pre-filled ticket form

Configuring fields so they are pre-filled is a matter of adding the parameters of the fields to the URL of the form. Be sure to consider the different ticket field types (for example string, drop-down, numeric), and how the parameter values are used for that field.

To configure pre-filled fields in a form

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Forms.
2. Click on the ticket form that you want to have the fields pre-filled for.
3. Copy the form ID from the URL, (it is the number at the end of the URL)

   

   Then paste the number into the URL for the ticket form that the end users will see when they click Submit a request. It should look like this example: https://mycompany.zendesk.com/hc/en-us/requests/new?ticket_form_id=360001151153
4. Go to Manage > Ticket Fields.
5. Next to the field you want to edit, in the Field ID column, copy the field ID.

   

6. In a rich text editor, after the ticket form ID in the URL, add &tf_ plus the ticket field name or the ticket field ID and the value you want to auto-fill for the ticket field (if appropriate), for example:
   • If it is a MorgWard system field, use: &tf_{subject}
   • If it is a custom field, use: &tf_{12345}=description(if applicable)

   Do this for all of the fields that you want to have pre-filled. The parameters should be similar to the following example:

   &tf_subject=Faulty charger 999 recall&tf_12345=USA

7. Add the parameters to the end of the form's URL, and you have a link that takes you to a pre-filled form.

   For example: https://www.example.com/hc/en-us/requests/new?ticket_form_id=1500000300222&tf_subject=Faulty charger 999 recall&tf_12345=USA

Parameter keys and values

The URL parameter keys and values differ based on what type of field you want to pre-fill. There are two different field types that are used in a request ticket form:

• System fields - are the default fields in a ticket and have a unique name.

• Custom fields - are fields that you can create to supplement the information that is already being gathered from the existing system fields.

System fields

The URL parameter of system fields uses the prefix tf_ followed by the field name. For example tf_subject. For more information, see System ticket fields. Use the following parameters for the MorgWard system fields:

• Email: tf_anonymous_requester_email
• Priority: Include the value type (low, norm, high, urgent), after the field name, for example tf_priority=high
• Type: Include the value type after the field name, for example tf_type=incident
• Description: tf_description
• Subject: tf_subject
• Due date: (Used when Type=task) Use the canonical date format YYY-MM-DD, for example tf_due_at
• Cc: (Used when a user is logged in). Separate the emails with a comma, not a space, for example tf_collaborators=[e-mail],[e-mail]
• Organization ID: Include the value type after the field name, for exampletf_organization_id=123456789

Custom fields

The URL parameter of custom fields uses the prefix tf_ followed by the field ID. For example tf_40630945. For more information, see About custom field types. With custom objects, you can create the following custom fields:

• Multi-select: Use field tags as the values and separate them with a comma, not a space, for example blue,green,red.
• Drop-down menu: Include the option and value type using an underscore, for example dog_beagle,
• Checkbox: Use the value true/false
• Decimal: Use integers and non-integers (for example, -8.012345679). Do not use commas.
• Date: Use the canonical date format: YYYY-MM-DD