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We have 4 widgets embedded on 4 different websites, two of them as "simple contact form" and two as "advanced form with ticket fields". Now we want to change a simple widget and add another (dropdown) field. But the simple widget cannot be edited. And the extended contact form or the individual ticket fields (under "Admin - Ticket fields") cannot be edited without the changes also affecting the other two widgets. But this should not happen. Is it possible to define per widget which ticket fields should be used? Unfortunately, we have not found a simple way. I did a little search on the internet and it looks like yes it is possible, but only through "Admin - Portals". But we also have only one "Admin - Portal".

Is there another way to simply add another field to the simple contact widget? We are no developer, so it would be very helpful if we can get a detailed step by step instructions on how to do that.
Thanks in advance.

Hi @VDV_ADI,

 

Are you on the Pro or Enterprise plan? If yes, then you can use the Multiple Forms feature to create multiple ticket forms with the required fields and add the necessary form to the specific help widget.

 

The following articles include instructions on creating forms and linking them to widgets.

Multiple Ticket Forms - https://support.freshdesk.com/en/support/solutions/articles/50000004089-setting-up-multiple-ticket-forms

Linking one or more ticket forms to your Portal and Help widget - https://support.freshdesk.com/en/support/solutions/articles/50000004263-linking-one-or-more-ticket-forms-to-your-portal-and-help-widget

 

Regards,

Sona 

Freshdesk, Freshchat, Freshcaller product expert

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

Thanks for your replay, Sona. We are on the “Estate” plan.
I’ve followed the instructions in the first link, created a new ticket form etc., but in the 2nd link when it comes to “Linking ticket forms to the Help Widget”, the “add ticket form field” is missing. What am I missing?

 

Hi @VDV_ADI,

 

It looks like the feature might not be enabled yet. Can you drop an email to support@freshdesk.com with your account and plan details so that the Support team can check further?

 

Regards,

Sona 

Freshdesk, Freshchat, Freshcaller product expert

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

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