Prefill form using URL?

Hi @ryan.mcallister,

Welcome to Freshworks Community :)

We do support a prefill for ticket fields as a part of Widget API in the Feedback widget. Refer to the below API documentation for more reference.

1) Prefill Details about your customer: https://developers.freshdesk.com/widget-api/#identify

2) Prefill other Fields: https://developers.freshdesk.com/widget-api/#prefill-fields
 

However, if you are referring to the Ticket form, prefill it inside the portal. In that case, We would recommend you to get in touch with the help of your developers and make use of portal customization and alter the code to cater for your business needs. Kindly navigate to Admin->Portal->Customize Portal and modify the code line accordingly
 

Portal customization help article: https://support.freshdesk.com/en/support/solutions/articles/65026-complete-layout-customization

https://support.freshdesk.com/en/support/solutions/articles/50000003753-customizing-your-customer-portal

Here’s to you

Vidya D
 

Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :) 

Are there any plans to make this happen? It’s nice that it’s possible on the Widget. However, it would be even more useful for us with the Form.

We really need the prefill using URL parameters or something to guarantee the best customer experience.

Thanks a lot!

Vidya’s response was the first helpful one I’ve seen on this topic from Freshworks, but it’s only a vague answer. Here’s what we did to make this happen:

Note that you’ll need a web developer or someone familiar with HTML and javascript to modify this to your needs. I’m providing this with no assurance it’ll work for you and can’t support it. But hopefully it gets you started. It was a life-saver for us for the customer experience!

In the Portal customization, (Admin>Portals>Customize) go to the submit ticket page.

In that section (we added it just inside of the top one) add the following code snippet after modifying it with the values you want:

	<script>
		// This script takes certain url params and inserts them into form fields.
		// Wait till the page loads.
		document.addEventListener('DOMContentLoaded', () => {
			const queryString = window.location.search;
			const urlParams = new URLSearchParams(queryString);
			// Rename these variables and param names to describe your actual URL param names you want to be allowed.
			const myFirstParam = urlParams.get('param1');
			const mySecondParam = urlParams.get('param2');
			//etc...

			// Grab the relevant field by name. This will do a "starts with" match so you don't need the number at the end unless you want to get specific.
			const FirstFieldName = document.querySelector('input[id^="helpdesk_ticket_custom_field_cf_customer_name"]');
			const SecondFieldName = document.querySelector('input[id^="helpdesk_ticket_custom_field_cf_customer_id"]');

			if (myFirstParam) {
				if (FirstFieldName) { // We found a matching field.
					FirstFieldName.value = myFirstParam;
					FirstFieldName.readOnly = true; // This is optional.
					FirstFieldName.style.display = 'none'; // Hide the field since we set it successfully. Also optional.
				}
			}
			if (mySecondParam) {
				if (SecondFieldName) { // We found a matching field.
					SecondFieldName.value = mySecondParam;
					SecondFieldName.readOnly = true; // This is optional.
				}
			}
		});
	</script>

Now when you link to your form and add &param1=yadayada&param2=12345 it should fill the relevant fields. Example: https://mydomain.freshdesk.com/support/tickets/new?ticket_form=my form name&param1=yadayada&param2=12345