Our organization has a variety of internal applications that forward support requests to the company Helpdesk, implemented in Freshservice. Currently, each application needs to provide users with specific instructions on how to address their Helpdesk ticket to reach the app’s team. Some users bypass or don’t follow the instructions, sending their tickets to the wrong location and increasing friction in issue resolution.
Our idea for a solution was to have the applications to provide pre-populated values to certain fields in the “report an issue” form as query parameters in the Helpdesk URL. Our experimentation showed that this already works for basic text fields, but not for more complicated dropdown fields. Furthermore, it was unclear what key value would be required to populate a given input element. There is no documentation of this feature that we’re aware of. The next step was to implement the feature using a custom JavaScript script that would be included in our custom Helpdesk theme (How to prepopulate freshdesk support ticket UI). The script implementation works great (see attached reference), but our internal team that manages Freshservice is unable to include the JS file in our Helpdesk. We got in touch with Freshservice support and they indicated that this was not a possible solution.
Our feature suggestion is for at least one of the following:
1 - Allow query param pre-population of custom fields in helpdesk forms. Document the feature so users are clear on how to implement this in their own workspaces without needing to experiment as much.
2 - Allow adding custom JS files to a Freshservice frontend.