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Pre-populating fields that are not visible to user

Related products:Freshdesk
  • April 11, 2014
  • 1 reply
  • 33 views
J
Apprentice

 I have set up some custom fields that are being pre-populated in the feedback widget.

This is all working fine, but there are some fields that I don't want to be visible to the end users. They just contain information from our website that is relevant to the help desk agents, but we don't want the customer seeing them or messing around with them.


If I set the field to be not visible and/or editable by the customer, then the field disappears from the feedback widget as expected, but the pre-population stops working as well. The hidden fields end up blank in the ticket. I know the values are being included correctly in the feedback widget's query string, but when the ticket is submitted the hidden field data is not being included in the POST to FreshDesk the same way it is when the fields are visible.


Is there a way to pre-populate these hidden fields?

1 reply

aravind.sundararajan
Skilled Expert
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Hello James,


Although there is no option to populate an hidden field through the feedback widget, you could still disable the edit access for the users . You can use this snippet to make sure that the pre-populated field is made non-editable for the users.


"&disable[custom_field][fieldName]=true"


We'll consider implementing the option of pre-populating a hidden field based on the traction it gains amongst our users. Moving this to our feature requests forum for better visibility.


Cheers!





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