Piping data from one form to another

Yes it is possible to pass data from one form to another in Zendesk. :) Here are a few options to accomplish this:

1. Using Tags:

• When setting up Form 1, create a text/numeric tag for each value you want to pass (ex: "customer_name", "ticket_priority").
• Use Post-submission triggers on Form 1 to set those custom tags with submitted values.
• In Form 2, reference the tags using merge fields like {{ticket.custom_fields.customer_name}}

2. URL Parameters:

• On Form 1's redirect URL, append parameters like ?customerName={{ticket.requester.name}}
• In Form 2, reference the parameters like {{ticket.custom_fields.url_parameter_customerName}}

3. Update with Triggers:

• Create a Post-submission trigger on Form 1 that selects Form 2 ticket and uses the Zendesk API endpoint /api/v2/tickets/{id}.json to update ticket fields with submitted values
• Fields will now be populated with the trigger-updated values

4. Server Side Script:

• Implement a workflow using a tool like Zapier that connects your form to a serverless function
• Write the function to insert submitted Form 1 values into defined fields in Form 2 using the Zendesk API
• This keeps the data sync entirely on the backend

The key for all options is making use of those custom tags, URL parameters, and API endpoints to dynamically link data between two separate form tickets/requests.

Hi Mark, 

As Dakota already described the most effective way is to handle things with respective tags, triggers or even makros. Forms can be connected to organisations, end-users, agents or whatever by using the methods agreed above. 

I am also using an API-connection to SAP and would be able to use an additional web-service of the company Knots as well. They are providing a special studio and additional ways of automation. 

For further details, please contact me.

Take care, 

Stephan 

Thanks guys, I will check these soon and let you know :)

Hey Mark,

I'm curious to the use-case here wherein you'd need a customer to submit more than one request.  I'm wondering if linking the tickets or using conditional fields might help here?  Alternatively, MyndBend and SweetHawk both have more complex workflow applications that might help you streamline that process.

That said, the steps outlined above should suffice for a workaround if the use-case demands it.

Brandon

Unfortunately, Zendesk doesn't offer a native way to directly pipe data from one form to another and automatically open the second form with pre-populated fields. However, you can achieve this functionality through various workarounds and integrations:

1. Triggers:

• Create a trigger that automatically triggers when a ticket is created using Form 1.
• Use macros or ticket field updates within the trigger to copy relevant data from Form 1 fields to corresponding fields in Form 2.
• Add an action to the trigger to automatically create a new ticket using Form 2 with the copied data pre-populated. You can set the trigger to update the new ticket's status to "Open" or any other desired state.

2. Apps:

• Several apps on the Zendesk Marketplace can automate data transfer between forms. Popular options include:
  • Ticket Field Copier: Lets you copy values across tickets, including custom fields.
  • Form Fusion: Provides advanced form management features, including data mapping and pre-population.
  • Conditional Fields & Forms: Allows conditional logic and branching between forms based on user responses.

3. Custom Redirects:

• You can leverage custom scripting or third-party tools to redirect users to Form 2 after submitting Form 1. This requires development expertise and might involve accessing Zendesk APIs.

4. Dynamic Content:

• You can utilize dynamic content within Form 2 to pre-populate fields based on pre-existing user information or ticket properties. This allows for a more seamless experience without requiring a second submission.

For basic data transfer and pre-population, triggers offer a free solution with reasonable functionality. If you need more advanced features like branching logic or conditional pre-population, consider exploring apps like Form Fusion. Custom redirects are best for specific scenarios when you require fine-grained control over the user journey.

Note: Remember to test your chosen solution thoroughly before deploying it in a production environment.