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Customizable 'New Ticket' Forms for different Customers

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

aravind.sundararajan
Skilled Expert
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Hello,


Since the screenr video has been taken down, please find the detailed instructions on setting up product specific ticket forms below:


Step 1: Create all ticket fields under Admin-> Ticket fields section. This includes the fields that you'd like to add across all the products.



Now, the product portals will render all the ticket fields. The idea here is to hide the irrelevant fields for the specific product portal. Go to the New ticket page on the customer portal and use inspect element option to get the field ID's from the browser console.




Step 2: Navigate to Admin -> Portals section and choose the specific product portal that you'd like to customise. Go to Portal pages-> New ticket page and add the JS code to remove fields that are not related to this product portal.



Step 3: Repeat the procedure (Step 2) for other product portals and remove the fields that you think shouldn't show up on respective portals. 


Give this a spin and drop me a message here if you have some questions.


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.
M
Community Debut

Relay? People ar asking about this simple thing, and even after YEARS there is no simple "add new form" button?
I see that I need to check other platforms

aravind.sundararajan
Skilled Expert
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@Mateusz: With the given options, you'd be able to setup multiple ticket forms as described in the post. I agree that this isn't simple to setup but trust me, we're getting there soon! I'll definitely update this and the other threads related to this topic as and when we hit some milestones!


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.
M
Community Debut

Soon? So what is the road-map? Because this was reported 5 years ago. And as I can see not only in this thread but in many other places. 

aravind.sundararajan
Skilled Expert
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@Mateusz: As far as I know, this is definitely in the scheme of things for the year. I should be able to share more updates as and when we make some considerable progress w.r.t development. This and few other threads are being actively considered by our team and you'll see a lot more announcements going forward.


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.
A
Community Debut
  • alex_17988
  • Community Debut
  • October 25, 2018

@Aravind any news on this matter? I am curious to know what the solution will look like.

Your workaround doesn't enable us to set multiple forms for each portal. Also the dynamic fields such as type might need different type of subfields per product and from my understanding your workaround doesn't take that problem into account. The ideal solution would be to be able to create multiple forms per product/portal and these would also be mapped to the "Type" field, or alternatively One Form per Portal where the dynamic type fields are completely separated in each portal. This should be a basic feature that doesn't require a lot of extra coding. I would like to transfer administration one day to a colleague without having to remember/explain all the custom code that's hidden somewhere if this person just wants to add another field to a form.

We are testing Freshdesk and it seems to provide very well in most respects. It has some neat features that others don't have. However, the multiple product feature is really lacking so far. We are a company that work in different projects and want to have versatility to set up a separate portal for these projects and have multiple project-dependent forms for each of the projects.

aravind.sundararajan
Skilled Expert
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@Alex Definitely in our plans but I don't have anything that I can show you, at the moment. I can help you set up the workaround to cater your need of having multiple forms per portal, also considering the dynamic fields. It is still code-heavy but definitely serves the purpose.


I understand it would be easier if we have a no-code solution for this but right now, this can only be satisfied with customising the portal code. Let me know if you need further help 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.
A
Community Debut
  • alex_17988
  • Community Debut
  • October 26, 2018

Hi Aravind, 

Thanks for your quick answer. Good to know that it is still possible to make this work. As of now, I am not in need for this but it is good to know you will be able to help me out in the future. Because I will definitely need it. I have one question you might be able to answer. I have used the line of code at the end of this comment on one of my portals to remove the "product" field from my product page. But now the product field also disappeared from my main page. I don't seem to be able to get the product field visible on my main page. Even after removing the line of code, it is still not visible. Do you know what I can do? The field is set as editable and required for customers.

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

C
Community Debut
Hi - is there an update on this feature?  Based on previous comments from Freshdesk staff, it looks like it should be released very soon.

J
Community Debut

Any update on this feature?..

J
Community Debut

At least give us a hard ETA.

C
Apprentice

Your solution to add this code 


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


Is clumsy, and when there are 30 fields set up and one product only uses 5 that's a lot of code for something that should be relatively simple like adding a checkbox next to each field to add or remove from client view. 


In the meantime why not give the container an ID so at least we are not having to write .parent().parent() each time?


Really looking forward to the promised fix for this.

G
Community Debut
  • gchalfont
  • Community Debut
  • September 10, 2020

I am also asking for an ETA on this.  I would hope that this would be implemented by now, since there are 3 pages worth spanning 7 years of MANY other individuals requesting this feature.  I unfortunately, STILL cannot find a way to do this outside of the workaround, which will NOT work for our company either.  I am not going to create custom ticket forms, adding the specific fields I need, and hide the ones I do NOT need.  THat's VERY unproductive and tedious!



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