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Enabling agents to access request forms



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Nova Dawn

Zendesk Documentation Team

Edited Feb 07, 2025


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11 comments

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.

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Brett Bowser

Zendesk Community Manager

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!

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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?

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Sabra

Zendesk Customer Care

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

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

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@... is your Guide activated so end users can see it?

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

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Hi there! I have my employees set to Agent in the Guide roles and access, however they're unable to add an article. There's actually no Add button displayed on their Help Center screen. What else should I do to gran them access to create articles that would still need my approval? TIA! 

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Francis Casino

Zendesk Customer Care

Hello Radia!
 
I've created a ticket to look into this further. You can expect to receive an email shortly.

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Could you please confirm if there's an API that can be used to inquire about the status of the setting 'Enable agents to manage requests from Help Center'?

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Jupete Manitas

Zendesk Customer Care

Hi Mehboob, thank you for writing in! Currently there is no API endpoint that can be used to inquire about the status of the setting 'Enable agents to manage requests from Help Center'. We have checked the Ticketing (Account configuration and business rules) and Help Center endpoints but none for now but you can see the status in the Audit logs after it was enabled.  We hope this information helps but you can post a product feedback here in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
Thank you!

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