Support » Plugin: Zendesk Request Form » “System” field isn’t populating in Zendesk

  • Resolved dtribble


    Great plugin! I am trying to include a “priority” field which is a Zendesk “system” field. This is not a true “custom” field in Zendesk.

    I tried adding it to the plugin as a custom field by using its ID and providing the same values that are set in Zendesk:

    When I submit the form, all other values (name, email, subject and description) come through but the priority field does not. Can you let me know if there is some way to fix this? I guess I could set up a custom field which serves as the priority field but I would rather use the system field if possible.

    Let me know if there is any other info I can provide.

    Thanks so much for your help!


Viewing 11 replies - 1 through 11 (of 11 total)
  • Plugin Author pipdig


    Hi @dtribble, glad you like the plugin!

    I’ll add this to the next update for you. This should be available within the next few days 🙂

    Oh, that would be perfect! Do you need any other info from me? Does it make sense what I mean about the “system” fields?

    Plugin Author pipdig


    Yep, I know what you mean so I don’t think we’ll need any more info. I’ll let you know as soon as the update is available so you can check it works for you. It’s looking like I might only get the chance to do this over the weekend when I have some free time available.

    Stay tuned 🙂


    Plugin Author pipdig


    Hi @dtribble,

    If you download this version of the plugin and install it on your site then it will provide you with a new “Priority” shortcode option. You can safely extract the zip into your plugins directory and it will replace your the version.

    After installing, head over to ‘Settings > Zendesk Form’ and use the Shortcode Generator section to add the new options Let me know if it’s working for you and I’ll push this as a full update 🙂



    You rock, Phil! I’ll try it out today and will let you know how it goes…

    BTW, do you think you’ll add the ability to add *any* system field from Zendesk in the future?

    Where do I get the new version of the plugin with the priority functionality? I tried downloading the plugin from but it looks like it’s the old plugin without the priority changes.

    Plugin Author pipdig


    Oops! I forgot to link the file. Here you go 🙂

    We can certainly look at adding further system fields to the form options. Let me know if there are any others in particular that you’re keen on using.

    Hi Phil! One other question… My client wants to be able to customize the text on some of the form fields, particularly the priority dropdown options. Instead of Low, Med, High, they would like:

    P1 – 2 hours response time
    P2 – 4 hours response time
    P3 – 1 business day response time
    P4 – 2 business day response time

    Is there any kind of JS callback I can use once your form has loaded so I can tweak the labels and displayed options on the form?

    Thanks for any help you can offer…

    Plugin Author pipdig


    Hi @dtribble, sorry for the slow reply. It’s been a busy week!

    There won’t be an option to control the labels of the priority in the plugin. However this will be possible by using the following script:

    jQuery(document).ready(function($) {
      $('#zendesk_field_priority option[value="urgent"]').text('P1 – 2 hours response time');
      $('#zendesk_field_priority option[value="high"]').text('P2 – 4 hours response time');
      $('#zendesk_field_priority option[value="normal"]').text('P3 – 1 business day response time');
      $('#zendesk_field_priority option[value="low"]').text('P4 – 2 business day response time');

    Let me know if that works 🙂


    • This reply was modified 1 year, 5 months ago by  pipdig.

    Just FYI. The priority field is working great and the JS solution you gave me for updating the labels is great too.


    Plugin Author pipdig


    Awesome, I’ll push this update live now. Thanks for confirming.

Viewing 11 replies - 1 through 11 (of 11 total)
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