We are happy to announce that you can now enable Support Agents to submit and comment on requests through the customer portal.
This has been a long standing request, particularly for customers that use Zendesk to support their own employees and where multiple help centers are used by different departments.
In these cases employees may act as Agents in solving issues submitted to their department, while acting as end users when needing support from other departments.
Until now Agents were forced to submit their tickets and comments through the Support agent interface or the Agent workspace. Using the agent interface has lots of power, but using ticket forms and help center is a simpler experience for the average request.
How does it work?
You can enable agents to manage requests via the customer portal by enabling the Enable agents to manage requests from your Help Center setting in Guide settings.
If you have multiple help centers you can enable the setting on any individual Help Center. You control which Help Center to apply the setting to, by switching between the brands using the brand dropdown in the top left corner.
Learn more about Agents managing requests via Customer Portal.
When is it available?
We have started rolling it out and expect to have it fully rolled out by October 16th.
It will be available to all Guide plans in accordance with their availability of Customer portal features.