Presenting ticket forms to end-users (Professional Add-on and Enterprise) Follow

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5 comments

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    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 Schutz

    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! 

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