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Pull Name from Web Form

  • November 9, 2015
  • 1 reply
  • 0 views
J

Hi all -

We are currently not using the Zendesk web widget but will do in the future. In the meantime we have a webform on our website that sends through that asks the following questions:

  1. Name
  2. Email
  3. Company
  4. Company size
  5. Phone
  6. Comments

And we get the following information back in an e-mail:

  1. Date / Time
  2. Name
  3. Email
  4. Company
  5. Company size
  6. Phone
  7. Comments

Our issue is that the automated response from Zendesk uses the users e-mail address (before the domain) as their name - so doglover45@hotmail.com receives an automated e-mail saying "Hi doglover45 ...".

Given that we are capturing the name from the our webform, is there a way to get Zendesk to automatically populate this in the ticket BEFORE sending an automated response back to the user?

Thanks in advance,
-James

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    1 reply

    Jake18
    • Jake18
    • December 28, 2015

    Hi James,

    Since you are using an email to submit the ticket, you would want to include the header info to set the user's name. Commonly an email header will have a 'From' line, and you would want to format it like this so your Zendesk can interpret the user's name appropriately:

    From: John Smith <person@example.com>

    Alternatively, you could instead have your form submit tickets via API, which also allows you to gather and set the user info. You can find a tutorial on the subject here.

    Hope this helps!

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