Where is the submit a request ticket form in Help Center?

Have more questions? Submit a request

14 Comments

  • Leigh Cohen
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    I have a "Submit a Request Form" prepared and ready to go. I know that I can send the link to users. Is it possible to have a link to it from the Knowledge Base home page?

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  • Jessie Schutz
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    Hi Leigh!

    If you're using the Submit a Request Form that's included in your Help Center, you don't have to do anything to get the link to display. It'll automatically show up for your end-users. It's not available for Agents in your Zendesk, so you're not able to see it when you view your Help Center.

    If you click General > Customize design at the top of your HC, you'll see a black Preview as button appear in the lower right corner of your screen. Select End-user from the drop down menu and you'll be able to see what your end-users see.

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  • Thomas Elliot
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    Can we get permissions to be able to allow Agents to access the Submission forms? In many environments, like if one agent works in a different department, it is easier to use the End-User submission forms to create a ticket rather than the Agent view. I'd like it if we had the choice for which submission method we'd like to use, rather than be stuck with a required workflow. 

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  • Al Rossin
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    Hi--

    This may be in another article, but where can we edit where the "Submit a Request" link goes to?  It looks like we currently send folks to a blank ticket submission page and I am not sure where to edit this.

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  • Trapta
    Comment actions Permalink

    Hi @AI Rossin,

    If you want to change the URL of "Submit a Request" link, you need to edit it in the HTML of whichever template the component is placed.

    Thanks

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  • Colin
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    And if its not showing but is enabled?

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  • Brett - Community Manager
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    Hey Colin,

    Can you provide some additional information on the issue you're experiencing? Are you unable to see this submit a request button when viewing as an end-user?

    Let me know!

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  • Pete
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    Can the Submit a Ticket form be customizable? Ex: provide the user a dropdown as to what category their ticket is related to?

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  • Nicole - Community Manager
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    Hi Pete, 

    Yes, you can customize the ticket form. See the following article: 

    Options for letting end users submit tickets with forms

    If you have additional questions, our community is a great place to ask questions and get help and recommendation from other users for this sort of thing. :) 

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  • Pete
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    Hi Nicole,

    It seems to edit the forms one needs to be on Enterprise or have the Professional Add on. We are on the Professional Plan, which addon is required and how much does it cost?

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  • Nicole - Community Manager
    Comment actions Permalink

    Hi Pete - 

    You'll need the Productivity Pack add-on. I tried to look up pricing for you, but this is the closest you can get to a published price: 

    Buying Zendesk products and add-ons

    The TL;DR is that if you have a self-serve account, you can follow the directions there to purchase it. But if not, you'll have to reach out to your sales rep for pricing and purchasing information. 

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  • Donald Cornel
    Comment actions Permalink

    Hi,

    Can I use Web Form without a Guide?

    Thanks.

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  • Nicole - Community Manager
    Comment actions Permalink

    Hi Donald - 

    You can use a Web Widget to allow users to submit tickets from other sites, but the "submit a request" form that this article refers to is specific to having a Help Center enabled. Here's more information on the Web Widget: 

    Using Web Widget to embed customer service in your website

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  • Donald Cornel
    Comment actions Permalink

    Hi @Nicole,

    Alright! that answers my question that "submit a request" form is part of the Guide.

     

    1

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