Creating pre-filled ticket forms


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.


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Verified AI summary ◀▼
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.




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.
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.


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Pre-fill ticket forms (2:03)
This article includes the following sections:


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
Using pre-filled ticket forms with SSO authentication




Configuring a pre-filled ticket form

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.
To configure pre-filled fields in a form


Copy the URL for the ticket form that end users see when they click
Submit a request and paste it into a text editor file. It
should resemble this, where mycompany is your subdomain:
https://mycompany.zendesk.com/hc/en-us/requests/new?
Note: If you have host mapping, your URL will look
different from the previous example (see Host mapping - changing the
URL of your help center).


(Multiple ticket forms only) In Admin Center, click
Objects and rules in the sidebar, then select Tickets >
Forms. 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.

In Admin Center, click
Objects and rules in the sidebar, then select Tickets >
Fields. 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.
Note: You can't use angle bracket characters (< ,
>) as values to pre-fill
fields.
For system 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:
&tf_{title}={value}
For
custom 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:

&tf_[fieldID}={value}


Continue adding fields and values to the end of the URL in your text editor
as needed. The parameters should be similar to the following example:
&tf_subject=Faulty charger 999
recall&tf_12345=USA

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:
Single ticket form:
https://www.example.zendesk.com/hc/en-us/requests/new?tf_subject=Faulty
charger 999 recall&tf_12345=USA

Multiple ticket
form: https://www.example.zendesk.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 Zendesk 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
YYYY-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=name1@example.com,name2@example.com


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: Use the tag associated with the value. For
example
tf_40630945=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

Lookup relationship: Use the value or custom object record ID.
For example:
tf_40630945=HVAC02345







Using pre-filled ticket forms with SSO authentication

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.
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.



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