Skip to main content
Closed for Voting

Automatically setting requester in the Feedback Widget

Related products:Freshdesk
  • February 28, 2013
  • 13 replies
  • 24 views
K
Apprentice

Hopefully an easy one to append,


We'd love the ability to automatically append the requester email address to the widget when we have this available.

As the users log in to our application with their email address, it's not the best user experience to have to add this.


Ideally we should also be able to configure whether to hide this field when we have provided the email address.


Thanks,

Ken


edit: grammar

13 replies

D
Apprentice
  • dan.harrison
  • Apprentice
  • June 28, 2013

Yes, extremely useful, definitely would like this :)

V
Contributor

Hi Ken/Dan

If you've implemented Single Sign on with your App and Freshdesk and if the USER is authenticated via your App and accesses the Feedback Widget, the REQUESTER EMAIL will be automatically pre-populated.


regards
Vijay

I
Community Debut
  • itzmejoey
  • Community Debut
  • August 19, 2013
Even with SSO turned on and the user logged in, the feedback widget does not automatically fill in the email address for me.  It would be useful to know how the widget determines whether or not a user is logged in so that I can troubleshoot, or like the others have said, have the option to supply the email address when opening the widget.

 

S
Community Debut
  • sambwest
  • Community Debut
  • September 10, 2013

I also agree that this is a necessary feature. It makes no sense for my users to have to enter a requester when their identity will be automatically ascertained from their session. 

T
Community Debut
  • tjmoretto
  • Community Debut
  • September 11, 2013

How about providing a field on the init of FreshWidget to allow this field to be set?


Something like:


FreshWidget.init("",
{"queryString": "&widgetType=popup&searchArea=no",
"widgetType": "popup",
"buttonText": "Support",
"buttonColor": "white",
"buttonBg": "#733389",
"backgroundImage": "",
"alignment": "4",
"offset": "235px",
"formHeight": "500px",
"url": "http://mysite.freshdesk.com",
"requester": "some@emailaddress.com"});
P
Community Debut
  • post
  • Community Debut
  • September 13, 2013

Like Joey Hedrick, for me the widget is not populated with the logged in (both at our freshdesk subdomain and within our web app) user's email address – the requester field remains empty. However, even if this worked, it would still be cumbersome to use: To ensure that the requester will get populated whenever a user calls the widget from within our web application, we would have to redirect her to the freshdesk site on login, just so her browser will pick up the cookie or local storage token freshdesk uses to identify a valid session.


I'll second TJ Moretto's request to allow passing the requester and full name of the logged in user, plus the hash as used in the SSO authentication. Without the hash, the user could conceivably tamper with the widget settings to access other users' private information within freshdesk.

D
Community Debut
  • dnl.wagner
  • Community Debut
  • October 3, 2013

I have same problem. Even when sso is configured and working as excepted requester field remains empty :(

P
Community Debut

I agree - add it as a field. Thanks!

T
Community Debut
  • tbirand
  • Community Debut
  • November 13, 2013

This would be an awesome feature! +1

V
Contributor
  • vijay.shankar
  • Contributor
  • November 14, 2013
Hi Guys

Yes, we support this model now.

In the feedback widget code, use this value

FreshWidget.init("", {"
queryString": "&widgetType=popup&helpdesk_ticket[requester]=myusersemail@domain.com

This will work, only in the web pages or Apps, if they actually return Emails to the Widget

regards
Vijay

D
Community Debut
  • duncan.smart
  • Community Debut
  • December 18, 2013

By adding this to the querystring you pass the user's email address in the clear which I'm a little uncomfortable about (maybe I'm being paranoid!) e.g. this is what gets requested "http://example.freshdesk.com/widgets/feedback_widget/new?&widgetType=popup&helpdesk_ticket[requester]=myusersemail@example.com" - so it'll be logged by a proxy server.


I can set all the URLs to their HTTPS equivalents which mitigates this somewhat, but it still means the email address is leaked to other third parties via the "Referer" HTTP header, e.g. newrelic.com, cloudfront.net, etc - for example:


GET https://beacon-3.newrelic.com/1/7cf3526a38?a=1348 ...

Host: beacon-3.newrelic.com

Connection: keep-alive

Accept: image/webp,*/*;q=0.8

User-Agent: Mozilla/5.0 (Windows NT 6.3; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/31.0.1650.63 Safari/537.36

Referer: https://example.freshdesk.com/widgets/feedback_widget/new?&widgetType=popup&helpdesk_ticket[requester]=myusersemail@example.com

Accept-Encoding: gzip,deflate,sdch


Is there any way it could be passed to the widget as one of the options rather than in the querystring?

D
Community Debut
  • duncan.smart
  • Community Debut
  • December 18, 2013

I note that the widget is implemented as an IFRAME, so my hunch is that doing it as one of the init() options might not be possible...

J
Apprentice

Hi All,


The widget works when I paste the script code into the my app's HTML. However if I try to run the FreshWidget.init() command from my own javascript, or from the console, nothing happens.


I need to run this from my own javascript so I have the user's details loaded  and can put the email address into that querystring.


I am NOT using Single Sign On.  We plan to use it later, but not yet. 


Any advice?


Terms of UseAccessibility statement