Desk.com Blog

Learn customer support strategies from our customers, partners, and expert bloggers.

Best practices Product updates

How to add a custom field to your "Email Us" form

Editor's Note: At Desk.com, we're focused on setting up our customers for success. The great thing about Desk.com is that it’s very customizable, and with the right resources you can tailor it to your specific setup and support needs. In this best practice, our Customer Wow Specialist Scott Hargroves will teach you how to add a Custom Field to your Email Us Form.

Desk.com makes it easy to answer customer questions with the Email Us Form. This is a really quick way to customize the form so you can get the data that you require from your customers. A common way to do that is by adding a Custom Field to your form.

Step 1: Go to the Desk.com AdminCasesCustomersCustom Field. Then click on “Add Field.”

Step 2: Name the Custom Field. In this example, we’re going to name this "Choose a Product" with the Key name "product." Click the drop-down menu and select “List.”

Now we’re going to make a list of options. In the Data section, click the “+” button to add an item to the list. In this example, add the first item "Orange Juice,” the second item "Apple Juice,” the third item "Tomato Juice" and the last item "Please Select." Move the last item to to the top of the list (by clicking the “^” button). Then click the “Add” button.

Step 4: Now we will edit the “Contact Us” form.  To do this, you'll have to have access to the Advanced Theme Editor. Go to ChannelsSupport CenterWeb Themes then select the theme you want to edit. Once you are in the theme, click Advanced Themes Tab to navigate to the Email (New) section.

Step 5: To display the Custom Field, add the HTML (Liquid Statement) between the subject and message section. This will let customers contact you about a specific inquiry before they submit a Case. Desk.com allows you to create a Custom Field on the Case Tab or the Customer Tab. In this example, we’ll be creating a Liquid Statement for the Customer Tab. (To learn how to create a Custom Field for a Case Tab click here):

liquidhtml1

Step 6: To make this Custom Field look like the rest of the Email Us Form, copy the HTML from the top part of the form and paste it above the Liquid Statement. Then copy the HTML from the bottom part of the Form and paste it below the Liquid Statement. It should look like this:

liquidhtml2

Step 7: Change the {{system.snippets.subject}} section to read “Choose a Product.” This lets you view the Custom Field name in the Support Center. It should look like this:

liquidhtml3

Step 8: Click “Update.” This will take you directly to the Email Us Form.

To test this, go to your Email Us Form and refresh the page. You’ll notice that your "Choose a Product" Custom Field is now added. Click the drop-down to see the items in your list: “Orange Juice,” “Apple Juice” and “Tomato Juice.”

Congratulations! You've just added a Custom Field to your Email Us Form!

Get our latest e-book

Follow us on Twitter

Connect on Facebook

Watch us on YouTube

Get the latest