Ticket fields per customer

This is especially useful as we have specific requirements from certain companies that are completely irrelevant to others.

Alternatively, can I create different ticket pages with different questions available to the end user?

Hi Guys

If you're using Estate plan, this can be easily achieved

Based on different customers, you can create different forms and fields.

We've done a few samples in this site - 2 forms - duebysample.freshdesk.com

You can place these Forms anywhere using the Portal Customization feature and achieve this requirement.

Its a test site

regards
Vijay

Can you explain how this is done?

Yes, please list how this is done.

I'm interested to know how this is done.

Me too...

I'm also interested in, where we can find a tutorial for that?

Vijay this would be very valuable to me.  I see in your test site that all of the detail fields are the same once you click on the new ticket link.  Can that be customized?  Some guidance would be terrific.

Hi,

How is this done, site doesn't work (Wants a login) so cannot look but see url variables used??

Thanks

Dan

Hello,

This can be setup using Portal Customisation option available on the Estate & Forest plans. You can either use a custom contact field or the contact ID to identify the user to whom you'd like to show a different ticket form. Let me break this down here.

1. Create all the ticket fields (general & also specific to the customer) under Admin-> Ticket fields section. 

2. Navigate to Admin-> Customer Fields section and create a custom field, say a checkbox field "Special privilege". This property is used to identify the contact and so, you can edit the contact profile and check this option.

3. Now, go to Admin-> Portals -> Customise portal -> Portal pages and then select New ticket page. You'll have to identify the field name and the user custom field name prior to setting up the code. To find the ticket field ID, you can go the new ticket page on the customer portal and then use the browser console to get the value. For the custom contact field, it generally gets generated in this format: portal.user.cf_special_privilege

<script type="text/javascript">
jQuery(document).ready(function(){
{% if portal.user.cf_special privilege == false %}
jQuery('#ticketfieldID').hide();
{% endif %}
});
</script>

This will hide the ticket field from showing up for other users and display it only for the user who has the special privilege field checked.

Cheers!