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Hidden fields in feedback widget

Related products:Freshdesk
  • May 22, 2014
  • 17 replies
  • 47 views
J
Contributor

There should be a way to define hidden fields in the feedback widget.

At the moment you can add custom fields to trough: Admin > General Settings > Tickets fields. But it is not possible to add hidden fields.


Field properties:

  • Added to feedback widget as <input type="hidden">
  • Not visible or editable by end user
  • Not visible on the ticket page by the end user
  • Can be populated with application data in the feedback widget with this method https://support.freshdesk.com/support/articles/154064-pre-populating-feedback-widget

I would like use this to pass some data about the customer with support requests trough the feedback widget on out website. For example their customer id and current subscription plan. This data should be visible to the support staff but not the customer.

17 replies

A
Contributor
  • abishek
  • Contributor
  • May 26, 2014
This is an excellent idea. We have added this to our roadmap. We will update you when we take this up for implementation

 

M
Contributor
  • msteuer
  • Contributor
  • January 26, 2015

Any word on when this is planned?!

J
Contributor
  • johannes
  • Author
  • Contributor
  • March 20, 2015

Is this still on the roadmap?

The feedback widget really needs some work to make it more suitable for multiple products, multiple languages, .... So for all your customers with the Garden plan or up.


Also see

https://support.freshdesk.com/support/discussions/topics/296724

https://support.freshdesk.com/support/discussions/topics/658

https://support.freshdesk.com/support/discussions/topics/306852

and other tickets ...



_
Community Debut
  • _13238
  • Community Debut
  • July 13, 2015

I read that it was added to the roadmap. That was one year ago. Please let us know when this feature will be released. Is there any update?



R
Community Debut
  • renaud.cuny
  • Community Debut
  • November 23, 2015

Any news on that feature request? 

M
Community Debut

There has been no update on this since 2 years. I need this feature badly.

A
Community Debut
  • admins
  • Community Debut
  • July 21, 2016

Seriously after all this time and multiple request no answer at all?  


Looks more and more to me that development stands still... Every topic I get at looks dead. 

To bad FreshDesk, this has me thinking if we have chosen the right helpdesk software.

L
Community Debut
  • l.huijzer
  • Community Debut
  • July 21, 2016

To be honest, development does not stand still, but I agree with you that the forums need much more attention from support staff. New tickets via the portal are quickly answered though. Perhaps we must make tickets from forum feature requests... ;-)

D
Community Debut
  • darren.goldner
  • Community Debut
  • September 20, 2016

We urgently need this feature. What is the timeline for implementation?

L
Contributor
  • lisandro
  • Contributor
  • November 10, 2016

Is there any news on this? Has anyone been able to achieve this? It would be really great. 

M
Community Debut
  • m.cholawo
  • Community Debut
  • April 12, 2017

I've just started using freshdesk to handle support requests and really need this feature.   Without it we're going to have to append browser debug data to the description box and trust the user not to remove it.   Please let us know if there's any progress or an ETA.  Thanks.

A
Community Debut
  • a.saunders
  • Community Debut
  • December 14, 2017

I pass a source field with a website name so we can segment support requests by brand, at the moment the only option I can see is to disable the field


Any news on when passing a hidden filed can be added to the functionality.. Or any suggestions on a workaround so that we can segment without using a field

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

Hi,


We haven't made much progress with the Feedback widget as we would have liked. I'll chat with the Product Manager and see if we can plan a few enhancements around the widget and make it even more intuitive. 


For folks who'd like to create an equivalent for the feedback widget, you can leverage our Ticketing API and build forms on your own.


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.
D
Community Debut

Hi Aravind,


We've been asking for this feature for years. Has there been any movement to implement it?


Thanks,

Darren

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

@Darren, We're currently working on a new widget experience and you'll see more news coming your way soon. There are plans to make the widget options accessible by javascript APIs, which should solve a few of the widget customisation requests that we've been hearing for sometime now. Would you be interested in trying out the BETA version when it's ready?


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.
S
Community Debut
  • sihantest2015
  • Community Debut
  • April 11, 2019

Hi Arvind,

We really like your feedback widget. The feature we like the most is search in previous solutions/articles within the feedback form.

As currently there is no way to add hidden field, we thought about building the widget form ourself and use the ticketing api to create tickets. But we are not sure how to integrate this feature in our custom form. 

Any suggestion is really appreciated. 


Thanks,

Sihan

V
Community Debut

Hi Sihan,


Good day :) 


The new Helpwidget is more customizable compared to the Feedback Widget. Give it a spin and let us know. 


Useful links for the Helpwidget:


https://developers.freshdesk.com/widget-api/


https://support.freshdesk.com/support/solutions/folders/50000000009


Hope this helps!


Cheers

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