Creating pre-filled ticket forms

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<p id="docs-hc-snippet" style="display: none;">You can set up a ticket form that has pre-filled values in specific fields (such as the Subject or Description fields). This can save time for your end users and get them closer to a resolution. It also benefits your support agents by ensuring they have accurate and specific input from customers.</p>
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<p id="docs-ai-summary-content">Create pre-filled ticket forms to streamline customer support by automatically filling specific fields like Subject or Description. This reduces the effort for end users and ensures agents receive accurate information. Use URL parameters to set up pre-filled fields for both system and custom fields. Note that users must be logged in for pre-filled values to appear in environments with SSO authentication.</p>
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<p class="p">You can set up a ticket form that has pre-filled values in specific fields (such as the
Subject or Description fields). This can save time for your end users and get them
closer to a resolution. It also benefits your support agents by ensuring they have
accurate and specific input from customers.</p>
<p class="p">For example, if an article in your help center explains how to troubleshoot a coffee
maker, you can create a link at the end of that article that opens a ticket form
pre-populated with the coffee maker model and issue. Users who click this link will have
much less information to fill out when submitting their ticket. </p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> This feature requires that your theme uses Templating API version 2 or higher. To
check your version see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820214554" target="_blank">About help center templating versions</a>.</div>
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<div class="bodydiv training_videos_caption">Pre-fill ticket forms (2:03) </div>
<p class="p">This article includes the following sections:</p>
<div class="p">
<ul class="ul" id="creating_preconfigured_request_ticket_fields__ul_np4_dnj_x4b">
<li class="li"><a class="xref" href="#topic_qvy_gnj_x4b">Configuring a pre-filled ticket
form</a></li>
<li class="li"><a class="xref" href="#topic_s54_vcq_gpb">Parameter keys and
values</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul" id="creating_preconfigured_request_ticket_fields__ul_oqh_lnj_x4b">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882448922-Using-Zendesk-Support-and-Zendesk-Guide-together#topic_p22_sw2_2db" target="_blank">Customizing and creating support request
forms</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834799770" target="_blank">Creating conditional ticket
fields</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846520858" target="_blank">Creating multiple ticket forms to support
different request types</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828251930" target="_blank">Enabling agents to access request
forms</a></li>
<li class="li"><a class="xref" href="#topic_tws_yjw_mxb">Using pre-filled ticket forms with SSO authentication</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_qvy_gnj_x4b">
<h2 class="title topictitle2" id="ariaid-title2">Configuring a pre-filled ticket form</h2>
<div class="body">
<p class="p">When you create pre-filled ticket forms, you add parameters for the fields that you
want to pre-fill to the URL of the form. If you have multiple ticket forms, you’ll
also include the specific ticket form ID in the URL.</p>
<p class="p"><strong class="ph b">To configure pre-filled fields in a form</strong></p>
<div class="p">
<ol class="ol" id="topic_qvy_gnj_x4b__ol_ak2_fsj_x4b">
<li class="li">Copy the URL for the ticket form that end users see when they click
<strong class="ph b">Submit a request </strong>and paste it into a text editor file. <div class="p">It
should resemble this, where <em class="ph i">mycompany</em> is your subdomain:
<em class="ph i">https://mycompany.zendesk.com/hc/en-us/requests/new? </em><div class="note note" id="topic_qvy_gnj_x4b__note_tfc_cpd_nsb">
<span class="notetitle">Note:</span> If you have host mapping, your URL will look
different from the previous example (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838571930-Host-mapping-Changing-the-URL-of-your-help-center" target="_blank"><u class="ph u">Host mapping - changing the
URL of your help center</u></a>).</div>
</div>
</li>
<li class="li">(Multiple ticket forms only) <span class="ph" id="topic_qvy_gnj_x4b__forms">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_qvy_gnj_x4b__image_er5_3rd_nsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt;
Forms</strong>.</span> Select the ticket form you want to pre-fill, then
copy the form ID from the URL in Support and paste the ID to the end of the
URL in your text editor.</li>
<li class="li">
<span class="ph" id="topic_qvy_gnj_x4b__fields">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_qvy_gnj_x4b__image_hkq_x3c_ksb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt;
Fields</strong>.</span> Copy the field values you want to pre-fill and
paste them along with values to the end of the URL in your text
editor.<div class="note note">
<span class="notetitle">Note:</span> You can't use angle bracket characters (<strong class="ph b">&lt; </strong>,
<strong class="ph b">&gt;</strong>) as values to pre-fill
fields.</div>
<p class="p">For <em class="ph i">system</em> values, copy
the title of the field (for example "Subject"). Use the following format
to paste the title at the end of the URL that you are building, along
with the value that you want to assign to the
field:</p>
<p class="p"><code class="ph codeph"><strong class="ph b">&amp;tf_{title}={value}</strong></code></p>
<p class="p">For
<em class="ph i">custom</em> values, copy the Field ID of the field (for example,
“12345”). Use the following format to paste the Field ID at the end of
the URL that you are building, along with the value that you want to
assign to the field:
</p>
<p class="p"><code class="ph codeph"><strong class="ph b">&amp;tf_[fieldID}={value}</strong></code></p>
<p class="p"><img class="image img-screenshot" id="topic_qvy_gnj_x4b__image_ujx_mvd_nsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_pre-filled_custom_system_fields.png" width="600"></p>
</li>
<li class="li">Continue adding fields and values to the end of the URL in your text editor
as needed.<p class="p">The parameters should be similar to the following example:
<code class="ph codeph">&amp;tf_subject=Faulty charger 999
recall&amp;tf_12345=USA</code></p>
</li>
<li class="li">Copy the URL from the text editor and paste it wherever you want to link end
users to the pre-filled form. Your final URL should resemble one of the
following examples:<ul class="ul" id="topic_qvy_gnj_x4b__ul_cmm_3sb_fdc">
<li class="li">Single ticket form:
<p class="p"><code class="ph codeph">https://www.example.zendesk.com/hc/en-us/requests/new?tf_subject=Faulty
charger 999 recall&amp;tf_12345=USA</code></p>
</li>
<li class="li">Multiple ticket
form:<p class="p"><code class="ph codeph">https://www.example.zendesk.com/hc/en-us/requests/new?ticket_form_id=1500000300222&amp;tf_subject=Faulty
charger 999 recall&amp;tf_12345=USA</code></p>
</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_s54_vcq_gpb">
<h2 class="title topictitle2" id="ariaid-title3">Parameter keys and values</h2>
<div class="body">
<p class="p">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:</p>
<div class="p">
<ul class="ul" id="topic_s54_vcq_gpb__ul_usk_zcq_gpb">
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">System fields</strong> - are the default fields in a ticket and
have a unique name.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Custom fields</strong> - are fields that you can create to
supplement the information that is already being gathered from the
existing system fields.</p>
</li>
</ul>
</div>
<div class="section" id="topic_s54_vcq_gpb__section_lks_n1w_gpb">
<h3 class="title sectiontitle">System fields</h3>
<p class="p">The URL parameter of system fields uses the prefix <code class="ph codeph">tf_</code> followed
by the field name. For example <code class="ph codeph">tf_subject</code>. For more
information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886739098-About-ticket-fields#topic_drw_ft1_3nb" target="_blank">System ticket fields</a>. Use the
following parameters for the Zendesk system fields:</p>
<div class="p">
<ul class="ul" id="topic_s54_vcq_gpb__ul_r31_zwk_hpb">
<li class="li">
<strong class="ph b">Email</strong>: <code class="ph codeph">tf_anonymous_requester_email</code>
</li>
<li class="li">
<strong class="ph b">Priority</strong>: Include the value type (low, norm, high, urgent), after
the field name, for example <code class="ph codeph">tf_priority=high</code>
</li>
<li class="li">
<strong class="ph b">Type</strong>: Include the value type after the field name, for example
<code class="ph codeph">tf_type=incident</code>
</li>
<li class="li">
<strong class="ph b">Description</strong>: <code class="ph codeph">tf_description</code>
</li>
<li class="li">
<strong class="ph b">Subject</strong>: <code class="ph codeph">tf_subject</code>
</li>
<li class="li">
<strong class="ph b">Due date</strong>: (Used when Type=task) Use the canonical date format
YYYY-MM-DD, for example <code class="ph codeph">tf_due_at</code>
</li>
<li class="li">
<strong class="ph b">Cc</strong>: (Used when a user is logged in). Separate the emails with a
comma, not a space, for example
<code class="ph codeph">tf_collaborators=name1@example.com,name2@example.com</code>
</li>
<li class="li">
<strong class="ph b">Organization ID</strong>: Include the value type after the field name, for
example<code class="ph codeph">tf_organization_id=123456789</code>
</li>
</ul>
</div>
</div>
<div class="section" id="topic_s54_vcq_gpb__section_tld_q1w_gpb">
<h3 class="title sectiontitle">Custom fields</h3>
<p class="p">The URL parameter of custom fields uses the prefix <code class="ph codeph">tf_</code> followed
by the field ID. For example <code class="ph codeph">tf_40630945</code>. For more information,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838961562" target="_blank">About custom field types</a>. With custom
objects, you can create the following custom fields:</p>
<div class="p">
<ul class="ul" id="topic_s54_vcq_gpb__ul_q3p_gv2_hpb">
<li class="li">
<strong class="ph b">Multi-select</strong>: Use field tags as the values and separate them with
a comma, not a space, for example blue,green,red.</li>
<li class="li">
<strong class="ph b">Drop-down menu</strong>: Use the tag associated with the value. For
example
<code class="ph codeph">tf_40630945=dog_beagle</code>.</li>
<li class="li">
<strong class="ph b">Checkbox</strong>: Use the value true/false</li>
<li class="li">
<strong class="ph b">Decimal</strong>: Use integers and non-integers (for example,
-8.012345679). Do not use commas.</li>
<li class="li">
<strong class="ph b">Date</strong>: Use the canonical date format: YYYY-MM-DD</li>
<li class="li">
<strong class="ph b">Lookup relationship</strong>: Use the value or custom object record ID.
For example:
<code class="ph codeph"><code class="ph codeph">tf_40630945=HVAC02345</code></code>
</li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_tws_yjw_mxb">
<h2 class="title topictitle2" id="ariaid-title4">Using pre-filled ticket forms with SSO authentication</h2>
<div class="body">
<p class="p">When you use pre-filled ticket forms in environments with single sign on (SSO)
authentication, end users must be logged in before they can submit a ticket. This
means that if an end user accesses the pre-filled ticket form from another source
(for example, website or QR code), they must be logged in to see the initial values
in the pre-filled ticket form. If they are not logged in, they will be prompted to
log in before being directed to the ticket form. Because users are accessing the form
from the login page rather than from the original link or QR code, the pre-filled
ticket values no longer appear. Users can still fill out the form and submit the
ticket, but they will not see any pre-filled values.</p>
<p class="p">To ensure that users can access pre-filled ticket forms at all times, you can choose
to not require user authentication prior to access the ticket form. Alternatively if
your environment requires user authentication in all cases, you can include content
for users wherever they access the link, instructing them to return to this link
after they log in to the environment. Once they are logged in, they can click the
link or use the QR code to access the pre-filled ticket forms.</p>
</div>
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