Presenting ticket forms to end-users Follow

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19 comments

  • Avatar
    Heidi Connor

    Hi, I've been chatting with your very helpful tech support about this issue and they suggested I post to this thread.

    Similar to Shannon Brown (earlier in thread), we are  implementing Zendesk as an internal tool, rather than an externally facing tool. As such, it will be used by all of our employees to request support from IT, Facilities, Employee Education and other departments. In this scenario, Zendesk agents (who are part of IT) are also Help Center customers and may need to request support from one of these other groups (or from another area of IT).

    Currently, these agent/users are unable to open requests through the Help Center, as all "new_request" links take them directly to the ticketing dashboard (not the best end-user experience).

    To support customers in similar environments, I would like to suggest adding functionality to allow those configuring Zendesk to determine if and who should be redirected when clicking on a "new_request" link. This would enable your product to more smoothly transition from being an eternally facing support tool, to being a multi-functional tool for internal and external support.

  • Avatar
    Jessie - Community Manager

    Hey Heidi!

    Thanks so much for the detailed feedback! I'm sorry to have to re-direct you on this one, but we do have an active thread about this in our Product Feedback forum. Our Product Managers hang out there so they'll definitely see your use case; in point of fact, one of our PMs has been active in the thread already. Another member of the Community also posted a workaround there that you might be interested in looking into. You can find the thread here: Add Submit A Request for Agents.

    Thanks again for your suggestion!

  • Avatar
    Hans Latour

    I want to change the instruction on the ticket form. I don't see the option "Ticket forms" in my Admin (yes, I'm administrator). Can you help me how to get to the ticket forms admin?

  • Avatar
    William Hodge

    I have the same issue where I can't see the 'Ticket forms' in my Admin (also an administrator)

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    Stephen Fusco

    Hey William and Hans, 

    An important thing to note is that the ability to manipulate Ticket Forms is an added feature on a Professional Plan so if you have not purchased The Productivity Pack then this feature would not appear in your account. This is the most likely reason that you do not see this option in your accounts. If you're interested in adding it you can contact your account manager and i'm sure they'd be happy to assist. 

    Thanks for your question! 

  • Avatar
    Tom De Carlo

    Hi,

    We are getting started with custom forms and appear to be missing some basic step to see the form via URL.

    I am trying to follow this instruction:

    1. Get the URL for the ticket form you want to link to by doing one of the following:
      • Go to your support request form on your site, select a form from the drop-down list, then copy the URL.
      • Go to the Ticket Forms admin page, hover over the name of a ticket form and note the ticket form ID in the bottom left. Replace the ticket form ID in the example URL with your ticket form ID:

        https:// mycompany .zendesk.com/hc/en-us/requests/new?ticket_form_id=8613.

    But I can't seem to find the correct form id.

    Hovering over the form name, as suggested, doesn't show any info.

    If I inspect the page elements and use this value [data-form-id="753248"] the page just redirects to our /agent/ home page.

    Is there a post somewhere with clearer instructions for getting started?

  • Avatar
    Daniel Yousaf

    Hi Tom!

    You can grab that ID by going to Admin Gear > Ticket Forms > Select desired Form > Copy end of URL bar:



    I also was unable to generate that link by hovering over different Forms, so I'll pass that along to out Documentation team.

    If you have any questions, or want to look at specific examples in your account, let us know and we can create a ticket!

    Thanks,

  • Avatar
    Erika Warren

    Any tips to get the form to show within an article on Help Center?

    We have the productivity pack and use forms within our web widget, but would like to add / embed a couple forms within specific help center articles. I have generated the link based on Daniel's comment above, but adding it to the article does nothing.

    What am I missing?

     

  • Avatar
    Jessie - Community Manager

    Hi Erika!

    The instructions above will only give you a link your users have to click, which will take them to that form. It won't actually embed the full form.

    My knee-jerk reaction is that it's not possible to embed a form in the body of an article, but I'm double-checking on that to make sure I'm not missing the mark. Stand by!

     

  • Avatar
    Jessie - Community Manager

    Hey Erika!

    My initial thought was right - it's not possible to embed a Guide form into the body of an article. There are other form services that will give you embed code, though, so you might be able to take advantage of that. It won't be your own form, but you may be able to recreate something that looks very similar and still have it create tickets in your Zendesk.

  • Avatar
    Mary Morvan

    I'm trying to add a link to a specific form in an article. I tried all of instructions to get the URL but none of them seem to work. According to the article plus Daniel's instructions - the URL should be [mycompanyname].zendesk.com/hc/en-us/requests/new?ticket_form_id=[ID]. Any ideas on why this link is not working?

  • Avatar
    Nicole - Community Manager

    Hey Mary - 

    Since no one from the community has been able to answer your question, I've asked one of our Customer Advocates to take a look and see if they can help you out. Someone should be along shortly. 

    In the meantime, I see that this is your first post - I encourage you to head over to the Welcome Thread in The Lounge to introduce yourself.

     

     

  • Avatar
    Mary Morvan

    Thanks Nicole. I actually figured it out by playing around with it. I used "hc/en-us/requests/new?ticket_form_id=[ID]" and it works.

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    Nicole - Community Manager

    Great, glad to hear you got it sorted, Mary!

  • Avatar
    Deb Chatigny

    I need to update the URL that the Submit a Ticket option, located in the Help Center, points to. How do I do this? I don't see any options in Guide Admin in either ZD Support or Guide. While I do see class info in the home_page template (and, in the .css file, two .css styles controlling the look, but not the location), there is no discrete URL as part of the home page.

    Here's the code from the home_page template:

    <div class="col-md-offset-2 col-md-8">
    {{link 'new_request' class='submit-a-request'}}
    </div>
    </div>

    Does anyone know where (and how) to update the Submit a ticket button's URL in Help Center?

    Thanks!

    Deb

  • Avatar
    Jessie - Community Manager

    Hi Deb!

    I'm pretty sure you can customize this in the HTML code for header, but I'm going to do a sanity check with some of our Community Moderators because I'm not 100% certain what can be changed in CSS and what can't. Stand by! 

  • Avatar
    Wes Drury

    @Deb - Just remove the handlebars {{link 'new_request' class='submit-a-request'}} and add the below

    <a href="/hc/en-us/requests/new">Submit a request</a>

    Now you can change the URL to whatever you need it to be.

    Let me know if this will work for you.

  • Avatar
    Delina Garcia

    Do I need to have the Help Center activated in order for this link to work?

  • Avatar
    Jessie - Community Manager

    Welcome to the Community, Delina!

    Yes, in order for your end users to be able to see anything in your Help Center, it must be active and visible to the public.

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