Hi Zoho
Support Team,
I want to
automatically capture UTM Parameters from my website URLs and pass it from Zoho
Forms into Zoho Desk.
I have
activated the UTM tracking feature. I've integrated the UTM Tracking code in my
website footer on all pages. I've integrated the form via iframe.
Now I am
experiencing an issue mapping UTM parameters from Zoho Forms to Zoho Desk. The
parameters are not appearing as selectable options in the integration mapping
dropdown for Zoho Forms.
My
Current Setup & Problem:
Zoho Forms: UTM Tracking is fully activated under the Share tab.
Zoho Desk: I have created the matching custom Single Line text
fields (UTM Source, UTM Medium, etc.) in the correct Ticket layout and
department.
The Issue: When I go to Integrations > Zoho Desk to map the
fields, the Zoho Forms dropdown menu only displays standard fields and
system metadata (like IP Address and Referrer Name).
The actual UTM tracking parameters (utm_source, utm_medium, etc.)
are completely missing from the list.
Second problem:
Referrer
Name: I can send this parameter to Zoho Desk, however the url of the form’s web
page is being sent instead of the page, from where the visitor came to our
website. I would like this fixed as well.
Troubleshooting
already completed:
- Hard
browser cache clear.
-
Disconnected and reconnected the Zoho Desk integration entirely.
- Disabled
and re-enabled UTM tracking in Zoho Forms.´
Despite
these steps, the tracking fields will not populate in the dropdown menu. Could
you please investigate why Zoho Forms is failing to expose these active
tracking parameters to the Zoho Desk integration layer?
Thank you
and kind regards
Julia