Add REQUESTER field to my custom FORM | Community
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Add REQUESTER field to my custom FORM

  • December 2, 2021
  • 1 reply
  • 0 views
Manoel

Hello team,

I am creating a custom form which needs to edit the final ticket requester.

How it works now:
Logged in user fills out the form and submit.
The ticket created has this user as the REQUESTER.

What we need:
Custom field for logged in user has a 'Enter requester email address' input field.
Logged in user fills out the form, adds a different user as the REQUESTER and submit.
The final created ticker has as REQUESTER this user from the email address added to the custom field.

Implementation done so far:
Our logic adds an input type email in our Zendesk form for certain logged in users.
However, when they submit the form. This inserted input email field does not seem to send any new data to the created ticket. Plus, the final REQUESTER is the user who filled out the form.

Please, let me know if you need more details and better explanation.

    1 reply

    G
    • Giuseppe
    • December 16, 2021

    Hi Manoel,

     

    The behavior that you're looking for applies to anonymous ticket requests (i.e. if a user is not signed in, and if your Zendesk Support settings doesn't restrict ticket submission for signed in users, users can submit tickets without having to sign in and specify their email as the requester).

    It looks like the implementation that you've used is correct. Adding an email input type in your form should allow you to capture your users' email as requester, however, this wouldn't apply if you're using the native web form in your Help Center. 

    Since you're looking for a behavior that's different from the native one, what you may want to do is to either build your own ticket form, like in this article - Building a custom ticket form with the Zendesk API

    Basically, we will have to build the web form, then create the API script to submit the request to your account (possibly using Create Request API . Here, you can specify that the requester email be set to the email that your customer will specify in that field. 

     

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