Enabling agents to access request forms

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  • Naomi Watnick

    hi Friends - we were looking forward to this feature but need to manage SLA for internal requests just like our external customers.  With our internal users being light agents, it appears from this article that the SLA clock will not work for this use-case.  Can you please confirm?


  • Ben Van Iten
    Zendesk Community Team

    Hi Naomi Watnick,

    You are correct that First Reply Time, for instance, will not work on tickets created by internal agents. The clock will not start until the first comment by an end-user.

    My apologies as I know this isn't what you were hoping to hear, but it is a limitation of SLA's at this point. I would welcome you to post in our Product Feedback forum as well so that other users can upvote your request and add onto it: https://support.zendesk.com/hc/en-us/community/topics/200132066-Feedback-on-Support

    Please let us know if you have any further questions or concerns.

  • Daniel Cooper
    Community Moderator

    Nova Dawn

    In the instances where this statement says closed, should it say solved instead?  

    • If an end user comments on a ticket closed from the request page, the ticket automatically reopens. However the ticket does not automatically reopen when an Agent or Light Agent submits a comment to a closed ticket, (the comment is submitted and added to the thread as a comment).

    Just making sure I'm not missing a larger announcement of edits coming to closed tickets in some form. 
  • Nova Dawn
    Zendesk Documentation Team

    Daniel Cooper Good catch! Thankfully you haven't missed out on any larger announcements, tickets are in fact "solved" not "closed" - I have updated the article accordingly :)

  • Kristina King

    Hello! I was directed here from another thread where I was trying to find a way Light Agents could see non end-user forms without having to open a new ticket as an agent and choose the type from there.

    Ticket permissions and multi-department awareness An agent who submits a request in Guide can easily find their ticket when they are logged into Support, because tickets submitted through a request form in Guide are accessible in the ticket interface in Support.

    How do agents tell if they're logged into Guide vs. Support? I don't want to end up confusing internal folks who don't use Zendesk regularly.

  • Brett Bowser
    Zendesk Community Team

    Hey Kristina,

    If an agent/light-agent logs in they will have access to both Guide and Support. They won't be required to log into one or the other again. As for end-users, they will only be able to log into Guide and not Support.

    Let me know if that doesn't make sense!

  • Kristina King

    I have another question on this based on the article. "Limited view for Agent interactions with ticket forms and ticket fields
    When an agent enters a request, they are only able to use ticket forms that are available to end users, (Agent only ticket forms are not available). The agent will only see the fields that are required for the end user when filling out the request form."

    So does this mean there is no way for Light Agents to access forms unless they do so as Support agents? There is no way to access agent-only forms from the Guide? I just enabled the setting but I don't see those forms in the drop-down.

    I also tried to access a specific agent-only form via URL (https://jamasoftware.zendesk.com/hc/en-us/requests/new?ticket_form_id=360001339731), and while it took me to guide instead of Agent view, it didn't take me to the form. What am I doing wrong?

  • Sabra
    Zendesk Customer Advocate

    Hey Kristina! There is not a way for agent-only forms to be filled out from Guide. It can only be done through Support.

  • Drew Milbrath

    From the Guide settings, how do I enable a "Submit Request" button or the ability to see the form fields? 

  • Melissa Norton

    Drew Milbrath is your Guide activated so end users can see it?

  • Dave Dyson
    Zendesk Community Team

    Melissa Norton Thanks for responding! Looks like Drew was able to get things sorted out on their end.


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