E-Mail field on form twice - criteria for "Your email address" populating on a request form | Community
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E-Mail field on form twice - criteria for "Your email address" populating on a request form

  • October 11, 2022
  • 1 reply
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Forrest11

Brand new Zendesk user (day 2) so probably a dumb question, but I am inheriting a basic setup and figuring out as I go. In our Ticket Forms we have just a single "Default Ticket Form" that the previous admin created or i'm guessing modified.

It has the fields we want except it also shows two email fields for End Users to fill out on the Submit a request page. I see where the previous admin added a Text field for "E-mail" to the form so I know I can delete that one and resolve the issue. My main question is where is the "Your email address" field coming from as it doesn't show on the form builder page? Want to know how that is configured as I don't want to break anything. In a separate trial account I am using as a sandbox instance that "Your email address" doesn't appear by default when I create a form.

 

      1 reply

      Forrest11
      • Forrest11
      • Author
      • October 12, 2022

      Thanks Ahmed. I actually figured out the issue. When going through training/support docs I found this:

      "With an open help center, customers are required to enter an email address to create an account when they submit a support request. For this reason, the Email field is automatically included in all customer-facing ticket forms. You cannot change the order in which the Email field appears. " 

      We are using an Open help center so the email field is added automatically (the one at the top). Someone manually added a second email field which I now know I can delete.

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