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Few questions to update the Help C

  • February 5, 2024
  • 1 reply
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S

Hi Team,

We would like to make the below changes on the Zendesk Help page: https://wtatennistournamentexperience.zendesk.com/hc/en-us/requests/new 

  • How to obtain the location of the requester and update it in the ticket field of the web form rather than asking the requester to do so, like in shared screenshot, I like to update the first field "Tournament City"
  • Add the option of taking pictures on the front page of the web form instead of keeping it hidden. (FYI, we do not want to use the attachment option to enable it.)

  • Also, we'd want to have a field that increments by number on each request, as these are considered incidents; thus, there should be a field that specifies an incident number that starts with 0001 and goes on for this specific team. Can we do this?
  •  

Regards,

Sunil W

    1 reply

    Brandon12
    • Brandon12
    • February 6, 2024

    Hey Sunil,

    Location is a tricky thing in Zendesk, because for privacy reasons the browser only collects so much data.  You *might* be able to get close enough to make an educated guess, but depending how close your tournament cities are to each other, you may have overlaps and errors in judgement.  A safer option would be to have a dedicated link for the tournament city that prefills this field using a passed URL parameter.  In the case where you know the user's city, it is also possible to obtain this information directly from an (authenticated) user's profile, and pass it directly to the ticket.

    Photos in the description field are a non-starter, as this field natively does not support image insertion. Options here would include custom coding to either add an additional image capture option outside of the field (and map it to an attachment) or restrict the type of attachments that the native functionality can accept.  As a last resort, you can instruct users to reply to the confirmation email with any additional assets.

    The last have the end-user webform iterate on incidents is probably most difficult, because the UI has no idea whether this user is reporting a new incident or an existing one, and also no way to understand how many incidents have already been reported (consider the use case of 3 end-users reporting the incident simultaneously, the counter would not know which incident number to assign to the simultaneous drafts).  Agents, on the other hand, can link tickets together using Zendesk's native Incident / Problem relational ticket types, but this information isn't visible to the end-user reporting the ticket.

    Hope this helps!

    Brandon

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