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Looking for a way to update 'Description' body to contain static text.

  • August 9, 2022
  • 5 replies
  • 0 views
T

I currently use a customized Copenhagen theme. Looking for a way to update the free-form text field of a ticket's description to contain static text.

Current default ticket form contains the following subtext attached to the standard field Description:

Does anyone know of a way via editing the code to allow the, 'Please enter the details...' text into the actual body of the Description free-form text box? My intent is to prescribe to our clients how they should fill out a ticket's description to match our format without having to force them to copy and paste our instructions back into the body of the description field.

Thanks in advance!

    5 replies

    Dave12
    • Dave12
    • August 10, 2022
    Hi Tyler -
     
    Yes, you can do this! The easiest way I've found to set this up is to create an article and edit the link using the built-in link editor there. Use the method described here for pre-filling the Description field: Creating pre-filled ticket forms
     
    To begin with, add a link in your article to your plain, un-pre-filled ticket form. Then use the editing toolbar to edit the source code, adding <br> for each line break you want to include. For example, your url target might look like: <a href="https://mysubdomain.zendesk.com/hc/en-us/requests/new?tf_description=Line 1<br>Line 2" target="_self">Link</a>. 
     
    You don't need to URL-encode anything, which makes the whole process easy. Once you've saved that link, you can publish the article, or copy the link address and use it to create a link elsewhere. 
    T
    • Tyler22
    • Author
    • August 10, 2022

    Thanks, Dave. I actually reviewed that article already.

    Is there a way to add static text to the description directly through the ‘Submit a Ticket’ banner link? I don’t want to link this from an article.

    Dave12
    • Dave12
    • August 11, 2022
    Hi Tyler - Yes, you should be able to edit that link in your theme: Editing your Help Center theme
    A
    • Anders15
    • June 19, 2023

    Hi, 

    It is not clear to me what steps are needed from that documentation?

    How would I import my 

    https://mysubdomain.zendesk.com/hc/en-us/requests/new?tf_description=Line 1<br>Line 2" target="_self">Link

    link into the theme as a template? Or do I edit 

    <li>{{link 'new_request' class='submit-a-request'}}</li>

    somehow to include the extended url?

    Or edit new_request_page.hbs to have this pre-filled information?

    Please advise.

    Tipene
    • Tipene
    • June 28, 2023

    Hey Trifork,

    Where you put the link would depend on your needs. If it's only in certain one-off circumstances that you'd like the form to be prefilled, you can add the link to individual articles via the editor in guide admin. If you're wanting the form to be prefilled for all requests, then you'd want to update the URL directly in your theme editor.

    I hope this helps. Feel free to reach out with any questions.

    Tipene

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