Submitting and tracking requests in the Help Center Customer Portal (Guide Professional and Enterprise)

Have more questions? Submit a request

26 Comments

  • Erin
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    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.

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  • Daniel Yousaf
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    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 :)

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  • Sergio Anarte
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    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.

     

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  • Nicole - Community Manager
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    Thanks for that feedback, Sergio. We've passed your comment along to the documentation team. 

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  • Hervin Centeno
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    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!

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  • Sergio Anarte
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    Hi Nicole and Hervin,

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

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  • Chris Thomassen
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    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?

     

     

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  • Gail L
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    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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  • Cosley Campbell
    Comment actions Permalink

    Hi there!

    Is there any way to turn off the ability to mark a request as solved? Clients are doing this and agents are not notified.  This is creating issues since there is some back end follow up still required on many of these requests.

    Thanks,

    Cosley

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  • Ayal Kellman
    Comment actions Permalink

    Hi - 

    When a user is browsing the Help Center and submits a request, is there a way to track what article they submitted the request from? Specifically asking for the mobile SDK...

    Thanks

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  • Simon Celen
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    Hi Cosley Campbell,

    There is no setting for that as far as I'm aware. You could achieve what you want by customizing your Guide Theme.

    Edit the request_page.hbs file and look for

    {{#if request.can_be_marked_as_solved}}
    <a role="button" class="button-large button-secondary mark-as-solved"
    data-solve-translation="{{t 'mark_as_solved'}}"
    data-solve-and-submit-translation="{{t 'mark_as_solved_and_submit'}}">
    {{t 'mark_as_solved'}}
    </a>
    {{/if}} 

    We can hide it as follows:

    {{!-- 
    {{#if request.can_be_marked_as_solved}}
    <a role="button" class="button-large button-secondary mark-as-solved"
    data-solve-translation="{{t 'mark_as_solved'}}"
    data-solve-and-submit-translation="{{t 'mark_as_solved_and_submit'}}">
    {{t 'mark_as_solved'}}
    </a>
    {{/if}}
    --}}

     

    Publish the change and the mark a request as solved feature will be gone.

    Feel free to get in touch if you need anything else.

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  • Simon Celen
    Comment actions Permalink

    Hi Ayal Kellman,

    You could achieve that by adding a Custom Ticket Field and customizing your Guide Theme.

    1. Add a Custom Ticket Field and name it f.e. "Last Guide article visited":
      Hit save and note its Field ID in the Ticket Fields list, f.e. 0123456789.
      Next add the Ticket Field to your Ticket Form(s).

    2. Edit the script.js file in your Theme. Near the top add the lines in bold (and replace the 0123456789 with your Field ID).
      $(document).ready(function() {

      // CUSTOM: store the article URL when on article page
      if ($('#article-container').length) {
      localStorage.setItem('last_guide_article', location.href);
      }
      // CUSTOM: populate "Last Guide article visited" Custom Ticket Field when on new request page
      $('input#request_custom_fields_0123456789').val(localStorage.getItem('last_guide_article'));

      ...
    3. Edit the style.css file and at the very bottom add the lines in bold (and replace the 0123456789 with your Field ID).
      // CUSTOM: hide the "Last Guide article visited" Custom Ticket Field when on new request page
      div.request_custom_fields_0123456789 { display: none; }
    4. Optional: The Custom Ticket Field is also displayed on the user's My Activities. It's not classified information but you may want to hide it there. Edit the request_page.hbs article and look for:
      {{#each custom_fields}}
      <dt>{{title}}</dt>
      <dd>
      {{value}}
      </dd>
      {{/each}}
      ... and change that to:
      {{#each custom_fields}}
      {{#isnt title 'Last Guide article visited' }}
      <dt>{{title}}</dt>
      <dd>
      {{value}}
      </dd>
      {{/isnt}}
      {{/each}}

     

    Save and publish the theme and that should do it. Tickets should now be coming in with a URL to the "Last Guide article visited" by the user.

    Feel free to get in touch if you need help.

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  • Cosley Campbell
    Comment actions Permalink

    Thank you!

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  • Drew Wasson
    Comment actions Permalink

    Is there a way to display the last public comment on a ticket, instead of the last activity (which could be a internal update or internal comment)? 

    As an end-user, I only want to sort tickets by time when information is published for my consumption.  If I look at "My Activities" and a ticket has a recent updated time stamp but I don't see new information, then I may get confused.

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  • Ayal Kellman
    Comment actions Permalink

    @... - Thanks!

    Just to clarify - when I implement all that you wrote, I will get the same results from the Help Center mobile SDK? Thanks

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  • Matt Faircloth
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    I see that the file size limit is 20 MB for Professional and Enterprise. Are there any limitations on the type of files that can be uploaded as attachments?

     

    Thanks!

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  • Devan
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    Hello Matt Faircloth,

    This would also be 20 MB for upload attachments, as well. This article on Adding Attachments to Tickets breaks down this in further detail if you had any other questions.

    Best regards. 

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  • Matt Faircloth
    Comment actions Permalink

    Hi Devan!

     

    I was actually wondering about limitations on file formats? Are all file types permitted?

     

    Thanks!

    Matt

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  • Brett - Community Manager
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    Hey Matt,

    I wasn't able to find any listed file type restrictions so it could depend on where the end-user is sending the file from. I know there are some limitations set on the email provider's side. If you're looking to set up attachment restrictions, you may want to take a look at the Attachment Manager app.

    Hope this helps!

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  • Zengel, Brian
    Comment actions Permalink

    Is there a way to limit the amount of tickets that a customer can view?  We have been using Zendesk since 2014 and I'm planning to go live with the customer portal in 2020.  I would like to only show tickets starting in 2020.  

    Thanks.

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  • Brett - Community Manager
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    Hi Brian,

    You'd either have to delete the tickets in your Support account, or use custom code in your guide theme to only show tickets that are created after 2019. I wasn't able to track down in sample code on my end but perhaps the following articles will point you in the right direction:

    If you don't have the necessary resources available to assist with customizing your Help Center, we do have a Professional Services team that can assist at an additional cost. This is something you'll want to discuss with your account manager so if you're interested, I'm happy to get you in touch if needed.

    Let me know if you have any other questions for me.

    Cheers!

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  • Yamile Martinez
    Comment actions Permalink

    Hi Jennifer,

    We work with the Airlines with thousands of Agencies, for this context the "My Activities" Search does not work.

    The search should not depend on the organization, it should show all tickets that it finds with the domain of the customer.  

    Our customers (airlines) are upset because when they just want to go to the ticket by searching the ticket#, it does not find it.  Now it becomes a process to find which organization submitted the ticket.

    Is there any way this can be solved?  We have many angry customers

    Thanks,

    Yami

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  • Dennis Sands
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    We are a small organization and purchased the Lite version.  We come to find out (not what the sales person said) that you can User can enter a ticket, but can't view progress?  That seems ridiculous.  Why allow a User to enter a ticket and then never know what happens to it.

    Now we are being told we need to upgrade to provide our Users with a very common function.

    Is this correct??

    1
  • Devan
    Comment actions Permalink

    Hello Dennis Sands,

    Sorry to hear that you are having a less than optimal experience with the current plan you are on. You are correct, though, that you would need to upgrade to the next level of Guide Professional to have access to the Customer request portal. 

    Best regards. 

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  • Bansard International
    Comment actions Permalink

    Dear,

    What means "Support request form" in Guide Lite ? Users only have a URL link to submit their requests, but without any User access to ticket status tracking ?

    Are you sure guys that "Customer request portal" has always been in Guide Professional ? Was it a free feature some time before ?

    Cheers,

    Zidong

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  • Devan
    Comment actions Permalink

    Hello Bansard International,

    So as Guide has stood as a product, the ability to utilize the Support request form has always been a professional and above feature. So you would need to upgrade to the next level of Guide Professional to have access to the Customer request portal,

    Best regards. 

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