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Customizable 'New Ticket' Forms for different Customers

Related products:Freshdesk
  • April 4, 2013
  • 38 replies
  • 82 views
N
Apprentice

1) 'New Ticket' Forms needs to be customizable as per the project needs as a contractor might be dealing with multiple companies/ clients which may deal in different businesses altogether.


2) 'Ticket Fields' in New Ticket form should be linked to a specific Project as per its core requirement.


3) In case of multiple Customers configured in FreshDesk, then while submitting new ticket form there needs to be an option to prevent/ hide Project 'A' fields from Project 'B' and vice-versa.  This has to be customer specific.



38 replies

annapoorna.venketaraman
Skilled Expert
Forum|alt.badge.img+8

Hey Nissar,


Thank you for writing to us in our Forums.


We have this in our plans already, but we have no solid ETA as of now.


I will update you as soon as we take this up.


Please keep suggesting such wonderful use cases.


Thanks

Annapoorna 

Head of Community
E
Community Debut
  • eripoll
  • Community Debut
  • May 28, 2013

Hi everyone!

Any ETA on this (could be very) useful feature?

Thanks in advance,


Erwan

annapoorna.venketaraman
Skilled Expert
Forum|alt.badge.img+8

Hey Erwan,


Thank you for posting on our Forums.


The team is still in the initial stages of this feature and hence I cannot give you a solid ETA. But the good part is, since you are in our Estate plan, there is a workaround that allows you to have product specific ticket fields. 


Please shoot us an email to support(at)freshdesk(dot)com, if you are interested, so that we can help you out!


Thanks,

Anna

Head of Community
B
Contributor
  • budo.ren
  • Contributor
  • September 29, 2013
Dear Anna,

please share - this a very basic and important feature and should be implemented in any "mutliple" plan including Garden as well as Estate.

regards

Bren

 

T
Community Debut
  • teustis
  • Community Debut
  • May 28, 2014

there is a workaround that allows you to have product specific ticket fields.


Please shoot us an email to support(at)freshdesk(dot)com, if you are interested, so that we can help you out!


I could really use this feature too. Sending email to support for the workaround...

M
Community Debut
  • mcano
  • Community Debut
  • June 14, 2014

Hi Tommy.


I just send an email asking for the workaround. Basically I want that customers that work with the product1 only can see options about this product.


Regards.

A
Community Debut
  • alessandro
  • Community Debut
  • November 10, 2014

Hey guys!


Please can someone send an email to me about this workaround?


I have the same problem here!


Regards,

K
Community Debut
  • kgimenez
  • Community Debut
  • November 11, 2014

Has this feature been added?  It is something that will be extremely helpful and eventually crucial for our company...

V
Community Debut
  • vernon.cheung
  • Community Debut
  • February 6, 2015

Any news on this or workaround? I am testing this system and I think the workaround involves creating multiple products.


My issue now is that I can't use the same support email for additional products created and having to create multiple alias emails seems unnecessary to achieve this goal.


Please advise.


Regards,

M
Apprentice
  • mkoos
  • Apprentice
  • June 3, 2015

Any news on this or workaround?

L
Community Debut
  • lisa.v.garcia
  • Community Debut
  • July 22, 2015

I'm very interested on this also. I need to set up different ticket forms for each product, since differente support teams need specific input from the client.

A
Contributor
  • alisonw
  • Contributor
  • September 28, 2015
Add my vote for this one

 

O
Community Debut
  • olof.soldatic
  • Community Debut
  • March 9, 2016

I take it we can actually access the customer through javascript in the portal editor? (at least for Estate plan - not sure what ones allow you to actually edit the templates)

has anyone tried this?

M
Community Debut
  • martin.slater
  • Community Debut
  • June 16, 2016

What is the ETA on this? i think 3 years is more than enough time to implement this feature! which by the way is standard out of the box functionality with most ticketing systems..............................

K
Apprentice

I would be very interested in this feature, too.


P
Community Debut
  • philip_14276
  • Community Debut
  • September 29, 2016

Any update on this feature?


J
Community Debut
  • jeremy_14784
  • Community Debut
  • October 3, 2016

Wow, does anyone from Freshdesk monitor these forums?   Would be nice to hear an answer on this after 3 years of working on it.  

L
Community Debut
  • leigh.hoyte
  • Community Debut
  • November 4, 2016

This is critically needed. The ability to customise client facing forms to the level of intelligent forms is what the industry needs. Any news on an ETA?

D
Contributor
  • dinesh.singh
  • Contributor
  • November 5, 2016
It was mentioned that it is there in the plans, does it still exist? Indeed a important feature that should be there. Is there an ETA?

 

W
Community Debut
  • warwick.allen
  • Community Debut
  • April 19, 2017

If this is not implemented within the next three months, then we will definitely be migrating from Freshdesk to another system: it is a must have for us.  Can you please provide an ETA for this feature, and indicate in which pricing plans it will be available?  Thank you.

I
Contributor
  • info_13951
  • Contributor
  • June 23, 2017
hello ? :D

 

M
Community Debut

What is the status of this feature?

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hi,


Though multi-product forms aren't available as a plug-play feature, it is still possible using portal customisations on the Estate plan. Here's a quick screenr on how to configure this :http://www.screenr.com/lkdH


The snippet used in the video :


<script type="text/javascript">
jQuery("#ID").parent().parent().remove();
</script>

Drop us a note here or write to us on support@freshdesk.com in case if you need further assistance in setting this up.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
J
Community Debut
  • jason.anderson
  • Community Debut
  • February 28, 2018

Hello, the video does not work, please can you re-post it?

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hi,


The multi-product forms have been quite a popular ask amongst our users and we're hoping to crack this soon. The item has been added to our roadmap for the year and I'll share any developments on this regard.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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