“Subject” and “Description” fields optional or pre-fillable for Forms

In the interim, you can use custom coding on your help centre theme to hide the subject & description fields + pre-fill them. Check out the guide here which has some info on it for you + the script you can use in your HC code.

https://support.zendesk.com/hc/en-us/articles/4408882841498-How-can-I-disable-the-subject-and-description-fields-from-the-request-form#:~:text=It's%20possible%20to%20hide%20the,Permissions%2C%20select%20Customers%20can%20view.

They will never be optional fields as the core logic of a Zendesk ticket the subject and description are required in order for the ticket to be created. 

Hope this helps. :)

Thanks @amie11 I did see that it could be achieved by editing the code, but would rather not have to do that. It seems like being able to set a prefilled Subject and Description for forms would make the most sense. I understand that the fields are needed but for many forms those fields are already defined by the form. In fact, all of my forms have those fields already implied by the nature of the form so asking an end user to enter the information again is redundant. I am constantly getting asked to change it by the end users. Such a simple change could make such a big improvement and to the platform. I'm realizing that this is likely not the platform for us and we need a more complete ITSM solution. Just riding out the contract at this point as I work on migrating to something else. 

Hey @jeremiah11,

I've been doing some fantastic things with custom code in helpcenter for over a decade that i'm sure would be a huge benefit.

Not only can you replace subject and description fields with other field or form title values/choices, but you can merge in multipe pieces of data; which is a massive help for agents when just looking at tickets from a View that only shows subjects.

You can have import bits of data all merged into the Subject, ie “ Form Title | Last Name | ID#” and any other custom piece of information submitted.

This is what the below does for us on form submission to our Subject line without a subject entered by the requester.

Here's the code used to acheive the above from a form with custom fields:

// Wait for the DOM to be ready
$(document).ready(function() {
    var issue, lastname, loannumber; // Declare variables outside the event handlers

    $('#request_custom_fields_20876165229719').change(function() {
        issue = $('#request_custom_fields_20876165229719').siblings('.nesty-input').text();   
        updateSubjectField();
    });

    $('#request_custom_fields_20876222698391').change(function() {
        lastname = $('#request_custom_fields_20876222698391').val();   
        updateSubjectField();
    });

    $('#request_custom_fields_20872986653975').change(function() {
        loannumber = $('#request_custom_fields_20872986653975').val();   
        updateSubjectField();
    });

    function updateSubjectField() {
        // Initialize an empty array to store the descriptor and variable pairs
        var descriptorsAndValues = [];

        // Check if issue has a value and add the descriptor
        if (issue !== undefined) {
            descriptorsAndValues.push("Issue: " + issue);
        }

        // Check if lastname has a value and add the descriptor
        if (lastname !== undefined) {
            descriptorsAndValues.push("Name: " + lastname);
        }

        // Check if loannumber has a value and add the descriptor
        if (loannumber !== undefined) {
            descriptorsAndValues.push("Loan #: " + loannumber);
        }

        // Update #request_subject with concatenated descriptors and values
        $("#request_subject").val(descriptorsAndValues.join(' | '));
    }
});

Of course, if there's no chance you'll touch code or have anyone else to do it, then i guess you don't have any options, but if you want to basically just copy and paste, there's my slightly more technical code above, and some other simple solutions you can find here:

https://support.zendesk.com/hc/en-us/articles/4408836487450-Help-center-JavaScript-cookbook#topic_jbp_fs4_4v

Also, ChatGPT is a great resource for assisting in writing code if you're not well versed, or even if you are.

Ciao!

Ben