By default agents can't use the customer portal to submit and comment on tickets, instead, if they click a ticket in My activities, they are redirected to the Support ticket interface. However, you can enable agents to submit requests and comment on them through the customer portal. This flow is typically useful in multi-brand/multi-department use cases where an Agent can behave in dual roles: both as agents, when issues are submitted to their department, and as end users whenever they require support from other departments.
This article covers the following topics:
Enabling access to request forms
You can streamline your workflow by enabling agents to submit requests and comment on them directly through the customer portal.
To enable agents to manage requests through the customer portal
- In Guide, click the Settings () icon in the sidebar, then select Guide settings.
- Select the checkbox to Enable agents to manage requests from your help
- If you have multiple help centers, in the brand dropdown menu in the top left corner, you can switch between the brands to decide which help center to apply the setting to.
- Click Update to save your changes.
Key information for managing requests
The agent interface is a powerful system, but for the average requestor, submitting ticket forms and using the help center is a simpler experience. There are also a few limitations to the feature regarding the following:
Ticket form limitation for Light agents
Light agents can submit tickets through a request form, but the tickets are filled out as internal comments, which means it is not visible in the request portal. Subsequent comments to the tickets are also posted as internal notes and are therefore not visible to Light agents.
Ticket permissions and multi-department awarenessAn 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.Note: For multi-department (multiple groups), use cases that host, for example HR or other departments that handle sensitive information, remember that the submitting agent has access to all conversations on their ticket, (including internal conversations).
Limited view for Agent interactions with ticket forms and ticket fields
When an agent attempts to submit a request from the help center, only ticket forms that are Editable for end users appear in the list of available forms that the agent can use. In addition, these ticket forms will only include ticket fields that are Editable for end users or Read-only for end users. Ticket forms and ticket fields that are Agent only don’t appear in the help center. To view these settings, go to Manage > Ticket Forms or Manage > Ticket Fields, and then open a ticket form or ticket field for editing.
Agents cannot submit a request via the help center or the Web Widget (Classic) if the ticket form includes conditional ticket fields that are required for agents that aren’t also required for end users. Submission will fail when the agent attempts to submit the request. This only happens with required conditional ticket fields and not with other types of required ticket fields.
Agents can’t mark a ticket as solved
Agents and Light agents can't change a ticket to “Mark as solved” from the help center, this is done in Support. However you can enable agents to manage requests.
Agents can’t reopen solved tickets with a comment
If an end user comments on a ticket that has been solved 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 solved ticket, (the comment is submitted and added to the thread as a comment).
Agents can't rate tickets
Only end users can submit satisfaction ratings to tickets.
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.
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.
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!
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?
Hey Kristina! There is not a way for agent-only forms to be filled out from Guide. It can only be done through Support.
From the Guide settings, how do I enable a "Submit Request" button or the ability to see the form fields?
@... is your Guide activated so end users can see it?
@... Thanks for responding! Looks like Drew was able to get things sorted out on their end.
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