Where can I preview my support request forms?

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11 Comments

  • Georg Kiria

    Hi there,

    If I understand this correctly, it is only possible to check already published (activated) ticket forms in this way. Which means I can only verify the forms while they are accessible for customers.

    Isn't there a way to preview a deactivated ticket form? 

    Kind regards,

    Georg

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  • Ricardo
    Zendesk Community Team

    Hey, Georg,

    Unfortunately, you are right. If you are on Enterprise plan you can test and preview the ticket form using your sandbox.

    However, if you are not on that pricing plan, the tips I wrote are your only option.

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  • Anton Skarga

    Hi Ricardo 

    Is there a detailed instruction on how to activate the new form on sandbox? 

    I am trying to test the new form and verify how it will look like for the customers before I make it available to them. 

    Thanks

    Anton 

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Anton,

    I believe the article you're looking for is this: Creating multiple ticket forms to support different request types (Professional add-on and Enterprise)

    Let me know if you need additional information on your end :)

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  • Shaun Donnelly

    I don't see the option to assume idenity?  I'm logged in as the account owner. 

     

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  • Ricardo
    Zendesk Community Team

    Hello Shaun Donnelly. Is the person you are trying to assume an agent or an end user? You wouldn't be able to assume agents!

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  • Adam Hanna

    I am having the same problem as Shaun - As an Admin in the Sandbox I am unable to assume the identity of anyone, even end users

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  • McCabe Tonna
    Community Moderator

    Just a hunch

    but are they verified users?

    never-mind that didnt fix it

     

    old zendesk "hack", but go to:

    YourZendesk.zendesk.com/people

    Search end users > Assume 

     

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  • Adam Hanna

    Thanks McCabe Tonna! That let me assume the identity, unfortunately still can not preview the ticket form through that though it seems. 

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  • Adam Hanna

    I found out that the "Assume Identity" wasn't there because my sandbox guide was not activated. That being said, I can not preview the ticket form in the sandbox guide in any way that I can find. Even went as far as deactivating all other sandbox forms to and making it the default, but it still shows the active form on the prod instance when attempting to request help in this way.

     

    How can I see the new form in the sandbox before surfacing it to customers? This seems like it should be an easy ask to just preview a form before showing it to customers given that conditional formatting is not able to be visualized easily by most

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  • Ricardo
    Zendesk Community Team

    Hello Adam Hanna,

    Maybe you could try something different. Could you please go to Guide and click Guide admin > Customize design (the eye icon). In your Live theme click Customize and then under Preview role change it End user. Finally, change Template to New request page. Let me know please if that works.

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