Feature Request: Adding a name field to your Help Center ticket form | The place for Zendesk users to come together and share
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Feature Request: Adding a name field to your Help Center ticket form

Related products:Support
  • June 6, 2020
  • 13 replies
  • 40 views
A

Based on https://support.zendesk.com/hc/en-us/community/posts/202649693-Workaround-Adding-a-name-field-to-your-Help-Center-ticket-form

Feature Request:

Adding a name field to your Help Center ticket form

Description:

We've seen multiple people struggling with the fact there isn't a out-of-the-box way to display the name field in the ticket form. 

The current problem with email addresses is they often don't contain the full name at all, sometimes it's even worse when your organisation is dealing with consumers because they often use nicknames in the email addresses. Now this means agents have to update the users which submit a ticket via the webform on the Help Center.

Use Case:

We have many customers that submit tickets without putting in their name. At that point, it simply adds another step to get their name. 

Reason for Posting:

I know that I can accomplish this by using the tip I posted. But, I really believe that this is something that should be simple and easy in the Admin menu to do.
I really don’t believe that a Zendesk Admin should have to learn web design to implement this.

That is why I have posted it as a feature request. There should be no need for a workaround for this simple feature.

    13 replies

    E
    • Evelia
    • August 24, 2020

    Hi!

    It would be great to have it without any workaround since this is a field available now on widget that must be extended on web from.

      D
      • Daniel118
      • February 11, 2021

      Agreed. Would love this instead of bloating up the ticket fields.

        Paul26
        • Paul26
        • Newcomer
        • August 12, 2021

        Would love to be able to capture any user contact information (i.e. Phone, Name, Address) on a Help Center form and automatically have it store on the User record, rather than having to add these as custom fields and then use automation or triggers to copy them into the proper locations.

          L
          • Liz20
          • January 12, 2022

          I agree. It's bizarre that something as basic as the requester name isn't an available built-in field, and that there isn't a simple way to have this included as the name in the end user account that is created when a new user submits a ticket. 

            brian59
            • brian59
            • June 21, 2022

            Thank you for posting this as I have the same issue. I am not able to access the work around documentation posted here as I get a "Permission Denied" message. Can anyone help me find documentation to do this work around?

            https://support.zendesk.com/hc/en-us/community/posts/202649693-Workaround-Adding-a-name-field-to-your-Help-Center-ticket-form

             

            Brett Bowser
            • Brett BowserCommunity Manager
            • Community Manager
            • June 22, 2022
            Thanks for the heads up Brian! Can you try accessing the link again to see if it gives you that error?
             
            Keep me posted :) 
            brian59
            • brian59
            • June 22, 2022

            @brett13 I'm able to access the work around link now. Thanks!

            Brett Bowser
            • Brett BowserCommunity Manager
            • Community Manager
            • June 22, 2022
            Happy to help Brian :) 
            M
            • Mila12
            • April 12, 2023

            Any official reaction to this??

              C
              • Charlie18
              • April 25, 2024

              How has this still not been added?! Form 101 - NAME

                Gaurav Parbat
                • Gaurav ParbatProduct Manager
                • Director of Product Management
                • May 16, 2024

                Hello all, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

                 

                We wanted to let you know that at this time we are not able to commit to building this feature. We will reconsider this in 2025. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

                Nate20
                • Nate20
                • June 25, 2024

                Are there any known workarounds that do not require webhooks? 

                 

                I am surprised this sounds like has been an ongoing issue with Zendesk for 10 years. (https://support.zendesk.com/hc/en-us/community/posts/4409515211162?per_page=30&page=2#comments)

                 

                I currently use a custom field, but it requires manually entering this into the end user's contact. Then it can get messy with potentially needing to merge contacts. Would love any recommendations here! 

                H
                • Heather24
                • April 3, 2025

                Bizarre that this isn't yet possible. There's already a ‘Name’ field in the chatbot widget – why can't we utilise that in the ticket form? Zendesk is a customer communication platform, right? I'm struggling to understand why it should be such an effort to gather our customers' names so that we can communicate with them.

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