Hello all!
--JSD Cloud user--
I need to figure out a way to populate a hidden field.
A little context of my use-case:
I have our web app connected to JSD so that customers can create issues from it. This is a custom form we built that uses the API to interact with JSD. The customer can also submit tickets from our JSD support portal we have set-up. On a ticket submission from our app integration, the customer submitting the request is checked against our database to see if they are set-up in JSD and if they are not, the user/org is created in JSD, added to the portal, then the ticket is created. If the customer/org has already been added to the JSD portal, the ticket is simply submitted.
The issue I'm having is that I need to be able to pass some information from our database to JSD without the customer having to see the field while submitting a ticket from the JSD portal.
The customer's organization they belong to is automatically filled in on the Agents view when a customer creates a ticket from the JSD portal. However, when a ticket is created via the API, the field is not filled out. I know there is a Feature Request to allow the org being populated when a request is made via the API, but I need some pointers on figuring this out ASAP.
We use a generic identifier as the org name that we attach the customer to in JSD. So I would like to be able to pass that identifier to a custom hidden field so that it shows up in the ticket view for our Agents while they work the ticket. The idea would be that the Agent would copy and paste this org name into the org field on any tickets created by the API.
I think the main problem is that hidden fields can not be updated by the API. I would pass it as a normal custom field but as mentioned, the custom field shows up in the ticket form in the portal. I would like to avoid that so not to clutter up the submission form for the customer.
Being able to do this would be extremely helpful, especially since passing to hidden fields could be used to easily integrate and tie customers together with their orgs in other integrations, such as Salesforce.
Does anyone have any recommendations or know of workarounds that would work to solve my issue? Is there a form function that would allow us to hide a field in the form customers see in the portal, but still act like a normal text field so the API could interact with it?
Is there any solutions that uses smart fields? For example, when we load the Agent view, this field would be populated based on a variable. It would be nice if I was able to hide a custom field and set something like 'requester.organization()' as the default value on it so that the field is populated when the Agent view is opened. This would be along the lines of when we edit the email response template and are able to insert variables.
How do you guys handle having to pass data to JSD so the customer doesn't have to be bothered with it?
JSD support has suggested using the Automations plug in to have it set it for me, but due to our size, it would cost a fortune just to populate a single field.
TLDR; Need to figure out how to pass needed data via the API, but not have to have the customer see the custom field.
Thanks!
