We have an interesting situation that is causing us some grief. We support students and educators. When they fill out our support ticket forms, they see a field that says "subject". To most users, this would seem to be the subject of their issue report. But for our users, a huge number of them think it's the subject they are studying or teaching in school.
This means that we receive an inordinate number of tickets with the subject "math" or "english" and nothing useful that we can work with in our various reporting and tracking needs.
I realize that the "subject" field is a system field that cannot be altered via the Zendesk admin interface. However, I know that in the past I have seen creative solutions posted here that take advantage of code to make alterations to many parts of the interface.
However, all my searches are coming up empty on this one.
Bottom line: I am looking for a way to change the field title "subject" to something else, such as "topic of your request".
Any help would be appreciated!
Templates have access to various properties of your help center. For example, the New Request Page template has access to an object named
new_request_formthat has properties as per the form requested by the User. You can use dot notation to pluck information from the object.Example:
Now, as the
new_request_formobject outlines > https://developer.zendesk.com/api-reference/help_center/help-center-templates/objects/#new-request-form-objectYou can access its property >
ticket_fieldsYou can see the array of Fields for this Form :
Which will render the array of ticket fields for this Form selected :
And then if you want to know the level of subkeys/subprops for this Ticket Field Object, here it is > https://developer.zendesk.com/api-reference/help_center/help-center-templates/objects/#ticket-field-object
Then you can set the Field value as the property/attribute is accessible.
And thus something like :
As the index [0] from this Array is indeed my description field.
Would set the value, example (basic example use case) :
Result:
You can tailor this process for CC field accordingly