Creating Pre-Filled Ticket Forms - Frequently asked questions

Frequently asked questions

How can I create a pre-filled ticket form in Zendesk?

Creating a pre-filled ticket form in Zendesk involves adding parameters to the URL of the form to pre-fill specific fields. This can save time for users and ensure accurate information for support agents. To set this up, copy the URL of the ticket…

What are the benefits of using pre-filled ticket forms?

Pre-filled ticket forms in Zendesk streamline the ticket submission process by reducing the amount of information users need to enter manually. This not only saves time for users but also ensures that support agents receive accurate and specific…

How do I configure a URL for a pre-filled ticket form?

To configure a URL for a pre-filled ticket form, you need to add parameters to the form's URL that specify the fields and values you want to pre-fill. This involves using the format&tf_{title}={value}for system fields or&tf_[fieldID]={value}…

Can I use pre-filled ticket forms with SSO authentication?

Yes, you can use pre-filled ticket forms with SSO authentication, but users must be logged in to see the pre-filled values. If a user accesses the form from another source, they will be prompted to log in, and the pre-filled values may not appear….

What are the parameter keys and values for pre-filled ticket forms?

Parameter keys and values for pre-filled ticket forms differ based on the field type. System fields use the prefixtf_followed by the field name, while custom fields usetf_followed by the field ID. For example, to pre-fill the Subject…

How do I handle pre-filled ticket forms if a submission error occurs?

If a submission error occurs with a pre-filled ticket form, Zendesk tries to retain the values at the time of submission, not the pre-filled values from the URL. This is because users might have changed the pre-filled values before submitting. To…

Can pre-filled ticket forms be used with conditional fields?

Yes, pre-filled ticket forms can be used with conditional fields in Zendesk, even if those fields are not initially visible when the form is opened. This feature allows you to pre-fill values for fields that may appear based on user input or other…

What should I consider when using pre-filled forms with user information?

When using pre-filled forms with user information, avoid including personally identifiable information (PII) in the URL. URLs can be easily copied and shared, potentially leading to accidental data leaks. Instead, consider storing sensitive…