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New way to request Help Center article feedback

  • June 13, 2025
  • 3 replies
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B

I am struggling with the steps in this article https://support.zendesk.com/hc/en-us/community/posts/6485027590426-Guide-Tip-New-way-to-request-feedback-for-article-downvotes?sort_by=created_at&sort_order=desc

In this section of the code: custom_fields: [
            { id: 12386706806425, value: form.url }, //article URL, replace ID with your custom field
            { id: 900005760523, value: reason }, //feedback reason, replace ID with your custom field
          ],
          ticket_form_id: 900000044103, //your article feedback form, replace with your custom form ID
        },

 

what is custom field id for form.url? I do not understand where to find this. 
I have the custom field for reason and the ticket form ID. Where might I find the form.url ID?

Thank you for any information!

    3 replies

    Francis14
    • Francis14
    • June 26, 2025
    Hi Becky,
     
    The form.url in the code is the article URL value you want to store, not the custom field ID. You need to create a custom ticket field in Zendesk Support to hold the article URL if you haven’t already. Then find that custom field’s ID in Admin Center under Tickets > Fields and replace the placeholder ID in the code with it.
    N
    • Nova11
    • June 27, 2025

    Hi there,

    Great question—I ran into the same confusion initially.

    The form.url value is meant to store the article URL in a custom ticket field, but you’ll need to create that custom field yourself in Zendesk if it doesn’t already exist.

    Here’s how to get the custom field ID for form.url:

    1. Go to your Zendesk Admin Center.
    2. Navigate to Objects and rules → Tickets → Fields.
    3. Click “Add field”, choose a Text field, and name it something like “Article URL”.
    4. Once saved, you’ll see the field listed with its ID number—that’s what you should use in place of 12386706806425.

    So your code would look like:

    js

    CopyEdit

    custom_fields: [  { id: YOUR_NEW_FIELD_ID_HERE, value: form.url },  { id: 900005760523, value: reason }, ],

    Hope this clears it up! Let me know if you get stuck.

    Ruben14
    • Ruben14
    • September 17, 2025

    You don’t actually “find” the ID for form.url in Zendesk, it’s not a built-in field.

     

    The idea is that you need a custom ticket field to store the article URL whenever someone submits feedback. To make that work, create a new ticket field in Admin Center (Objects and rules > Tickets > Fields), choose “Text” as the type, name it something like “Article URL,” and save it.

     

    Once created, Zendesk gives it a numeric ID, and that’s the value you’ll drop into the code instead of the placeholder 12386706806425
    (https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#setting-custom-field-values)

    So your snippet becomes valid when you replace the placeholder with your actual custom field ID. The form.url part just means “take the current article URL and populate that field,” but it only works if you’ve already set up a custom field to accept it.

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