Submitting and tracking support requests in Help Center (Guide Professional and Enterprise) Follow

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8 comments

  • Avatar
    Erin

    Is there a place to find analytics tracking of the number of tickets that are generated via the form on the help center? I have found a location to view the number of tickets created as a result of a search, but we're currently tracking total volume generated via this channel by asocaiting a tag to it, and this tag is accidentally getting associated with other tickets.

  • Avatar
    Daniel Yousaf

    Hi Erin!

    You can use Insights to report on tickets by how they were submitted.  Help Center tickets are submitted via "web form"  Here's an example report that shows how to track tickets by how they were submitted:

    Insights: Tickets by agent by channel

    Please let us know if you have questions :)

  • Avatar
    Sergio Anarte

    You say "In Zendesk Support, an open request is a ticket that's been assigned to an agent who is working to resolve it." I think that's not correct when an end-user goes to "My activities", because for tickets they report and are not assigned yet, the end user will see the ticket in "open" status, but the agent will see the ticket in "new" status....

    it should be a way to show the end-user the tickets in "new" status, so they can trace when a ticket is assigned to somebody or not.

     

  • Avatar
    Nicole - Community Manager

    Thanks for that feedback, Sergio. We've passed your comment along to the documentation team. 

  • Avatar
    Hervin Centeno

    Hi Sergio,

    Thanks for reaching out to regarding this issue. My name's Hervin from Zendesk Customer Advocacy and I'll be assisting you today.

    First and foremost, the behavior you had described regarding the end-users' experience looking at their tickets is expected. The reason why we have limited statuses showing to our end-users is that we felt that realistically they only needed to know if their ticket has been received and will be worked on or if it has already been solved.

    If you wish to give your customers more information to work with, that is something you are able to provide with custom ticket fields. I should note this is not information that will be visible from the My Activities page, however they can see that info. if they click on the specific ticket. If you wish to make this visible to your end-users, you may create a custom ticket field in the form of a drop-down field that has the various statuses you wish to convey and make sure that is "visible to end-users".

    I will make sure to flag this article for our Documentation team so that they will make this behavior more clear for our users. Please let us know if there is anything else we may assist you with, otherwise I hope you have a great day!

  • Avatar
    Sergio Anarte

    Hi Nicole and Hervin,

    Super clear, thanks for the detailed explanation. Have a great day you too.

  • Avatar
    Chris Thomassen

    Hi, 

    Yesterday we went live with Guide and we actively steer users towards using the 'submit a request' form.

    Unfortunately we are now experiencing major issues with our views & filters, because they filter for certain e-mail addresses on which the ticket was received.

    I cannot find any e-mail settings in guide, so I have no clue where the 'submit a request' form is actually mailed to. Hence tot able to filter in the views and tickets now showing up in their respective folders.

    This is causing major issues. Can somebody please advise how to make this work?

     

     

  • Avatar
    Gail Leinweber

    Hi Chris,

    Zendesk support here, I'd like to get some account specific information to help you with this, so I'll be creating a ticket and reaching out to you via email. 

    Cheers,

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