Zendesk Integration: Field not matching up

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    Asked on June 17, 2021 at 07:27 AM

    Hi and thanks so much for this awesome Zendesk integration.

    This was so simple and quick to setup, however, I have 1 field that is not sending the values to Zendesk correctly.

    This is the Brand ID field on the UJ Zendesk Contact Form, the only option that comes over correctly is 'Beauty' I have confirmed that the spelling and spacing matches on both forms for all options.

    Can you help or advise on how to fix?

    Thanks so much for your help.


  • Profile Image
    Answered on June 17, 2021 at 11:31 AM

    We would like to apologize for any inconvenience. Please allow me some time to conduct further tests on the issue you are reporting. I'll get back to you on this ticket with my findings/solution as soon as possible.

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    Answered on June 17, 2021 at 11:33 AM
    Thank you so much Mike_G!
    Let me know anything I can do to assist.
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    Answered on June 17, 2021 at 05:33 PM

    Howdy Jason,

    I have taken over for Mike. We were able to create a "Brand ID" Ticket Field in Zendesk and send the Brand information over from JotForm.


    Please navigate to Admin > Manage > Ticket Fields and locate your Brand field.


    Here are the settings we have used to create this field.


    I would like to point out that the changes seem to take some time to register on Zendesk's end. Once I added the Brand ID field to my Default Ticket Form it did not show up on new tickets for about 5 minutes, but after the delay it appeared on all of my test submissions.

    Please let us know if there's anything else we can help you with!

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    Answered on June 17, 2021 at 06:44 PM
    Thanks so much for this Anthony.
    After much testing, we still can’t get our mapped field to send the values over.
    I do appreciate all your info and the screenshots.
    The one difference in our settings is the ‘Permissions’
    Our setting has this set to ‘Agent Only’
    As I am hesitant to change the settings on our team’s live support site, would you be able to test your form on our behalf using the ‘Agent Only’ permission and let me know if the values are still received?
    Many thanks for your help and assistance with this ~ we are hoping to use this form on our website if all goes well.
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    Answered on June 17, 2021 at 07:18 PM

    Hello again,

    I have tried switching the permission to "Agent only", and that doesn't seem to make a difference. I'm still getting the Brand information correctly set in the Ticket.

    I have found this note on the Zendesk website.


    Please try restarting your browser before making any other changes. Additionally, you may try clearing your browser cache.

    Otherwise, please try removing the Zendesk integration and then reconnecting it. You may also want to try deleting the Brand Ticket Field and then recreate it from scratch.

    Please let us know how it goes!

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    Answered on June 23, 2021 at 02:44 PM
    Thanks so much for your continued support and the info Anthony.
    Your help is really appreciated, we are wanting to use Jotform very badly.
    Following your advice, over the past fews days I have taken some time to test some different possibilities:
    - Tested with different browsers
    - Tested remapping the field
    - Testing formatting with the options themselves
    - Tested removing and creating a new field and remap
    - Tested removing the Zendesk integration completely and remapping
    - Tested a brand new form
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    Answered on June 23, 2021 at 05:15 PM

    Hello again,

    I see that you have tested multiple scenarios, and I assume you have been unsuccessful.

    Previously, I had been using Jotform's existing Zendesk account to test this issue, as well as my own Jotform account. In order to isolate any potential differences, I have created a new free account with Jotform and started a new trial account with Zendesk. The test form I created can be seen or cloned from here: https://form.jotform.com/211736627114048. The Brand ID field settings have been replicated from your form.

    For the new Zendesk account, I have left the default settings untouched and added the Brand ID Ticket field again.


    Zendesk then automatically added the new field to the Default Ticket Form, and after "hard refreshing" ( ⇧ + F5 or ⌘ + R ) the Zendesk website, I was able to see the Brand field on my Ticket.


    I have tried updating settings in the test form to cause the integration to fail, however each submission sent the correct Brand ID in Zendesk.

    Unfortunately, I have been unable to replicate your issue or determine a possible source. I apologize for any inconvenience, but could you reach out to Zendesk and see if perhaps their support team is able to notice anything going wrong? Any additional information would be extremely helpful.

    Thank you so much for your assistance and understanding!

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    Answered on June 25, 2021 at 12:22 PM
    Thank you so much Anthony for all your effort looking into this.
    I’ve now gone as far as creating another account and reauthorizing Zendesk but I get the same results with that field.
    All signs point to there is some issue with that field on the Zendesk side.
    Will let you know if we resolve.
    Otherwise, we’ll most likely just work around it.
    This integration tool is too cool :D
    Hope you have a good day and many thanks to you.
  • Profile Image
    Answered on June 30, 2021 at 08:58 AM

    I am trying to work on my project by connecting my device with the new laptop with Zendesk on page but its not connecting only when I open jot form why?

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    Answered on June 30, 2021 at 11:04 AM


    Could you please try to create a quick example form and add Zendesk integration there? Does the problem remain in the new form?

    Thank you for your cooperation.