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Hello,

I have a question regarding customizing the ticket form in Freshdesk. I would like to achieve the following:

When a user selects certain optional fields, I want the 'Subject' field to automatically update with a predefined text header. Specifically, when one of these fields is selected, the subject should change to contain the text "ID: ", for example, so that the customer can fill in the required ID in the same text field they would write the issue description, without the need to create a new field.

Is there a way to set this up using the current Freshdesk customization options or automations?

Any help would be appreciated. Thank you!

Hi ​@sofiapasquali  - Is this for an Incident or a Service Request?

Hi ​@sofiapasquali  - Is this for an Incident or a Service Request?

Incident

​@sofiapasquali - You cannot do much dynamically with the content of the form, like set the placeholder information, so you would need to add an extra field. And as you cannot control how someone puts in the reference it would be difficult to extract from the Description box. 

 

Here’a a video on how to do it 

https://youtu.be/IdEZubu-0KY

​@sofiapasquali - You cannot do much dynamically with the content of the form, like set the placeholder information, so you would need to add an extra field. And as you cannot control how someone puts in the reference it would be difficult to extract from the Description box. 

 

Here’a a video on how to do it 

https://youtu.be/IdEZubu-0KY

Thank you very much :)

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