Presenting ticket forms to end users

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47 Comments

  • RoomSync

    I'm trying to incorporate my ticket form on my Guide (help center) but I've been struggling to figure out how to do this. Are there any step by step directions? Also, I only have one form and do not see any form ID available on the Ticket Forms view under Settings (see screenshot). More generally, I can't even figure out how to test my own form to see the exact user experience.

    2
  • Dan Cooper
    Community Moderator

    Hi Liz, 

    I'm making some assumptions here that your Help Center does have public components that can be accessed without login (closed as opposed to restricted). 

    You could consider moving your article content into specific user segments.  If you have a user segment that includes only your subscribed customers, you can choose to have some content fully public (great for that "how to get logged in" article) and also have content only available for your subscribers via the user segment. See Setting view permissions on articles with user segments for more details.

    If you don't want to change any articles, you could consider adding a custom page that explains how to access your help center. This would give you a blank page you could create your own onboarding guide on that links to your specific form, but gives you a place to explain what the experience will be. See Creating custom pages in your help center for more details.

    1
  • Tipene Hughes
    Zendesk Developer Advocacy
    Thanks for clarifying! 
     
    It's not possible to redirect the page externally on form submission. One work around to this could be making some additions to the code in your help center. An example could be adding an event listener to the form element so that on request submission, a modal or pop up is presented to the user which has options to be directed to the help center home page (normal functionality) or directed to an external web site. 
    0
  • Kristina King

    @... is there a way to create a URL that takes a light agent directly to a form? Whenever I try the route presented in this article, it loads the agent dashboard and not a new ticket form. I am trying to enable some light agents to open a ticket for an agent to pick up and I don't want them to have to work too hard at it. (I need Account Managers to be able to fill out an Escalation Form, which I don't want visible to customer end-users.)

    0
  • UK Website Design

    Hi,

    Please can you clarify how we can get the url of the form?

    The example url you gave had a 4-digit form code:

    https://mycompany.zendesk.com/hc/en-us/requests/new?ticket_form_id=8613.

     

    Yet the screenshot you showed had a 12-digit code. When I go to the form edit page it also shows a 12-digit code, but it doesn't work with the example url, just redirects back to the admin home. Also tried the last 4 digits, but did the same thing. And yes, i did enter the correct company name. So what gives?

     

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi William -
     
    Just to clarify, when you go to the Admin Center page for the form you want to link to, you don't want to just copy the URL for that page. Just copy the number at the end of that URL (the id number for that specific form), and then as detailed int he article above, add that into a url string using the format specified in the article above (substituting your zendesk subdomain name for "mycompany", of course):
     
    https://mycompany.zendesk.com/hc/en-us/requests/new?ticket_form_id=[the ticket id number]
     
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  • Unoliving

    Hi, are we able to customize which URL the end-user will be redirected to after they have completed/submitted a form?

    0
  • Ann O'Toole

    I have four forms for four products. I have individual URLs for each that are embedded in our website. However, when clicking the URL, the end user still has the ability to choose another form in a drop down. I don't want that to happen. I want the specific URL to only give them access to once specific form. How do I do that?

    0
  • Jason Paterson

    What I would like to do, and it doesn't quite seem to be covered here, is to link to a form from a Section link on the homepage. I've created two sections, one called "Submit a Ticket" and one called "Report an Outage", and would like each to point to their own form. Right now they just open the blank section page. I'm using the Copenhagen theme. 

    0
  • William Grote

    Jennifer Rowe

    I am using one of my brands as a Partner Portal, and want to present signed-in users ( including agents) links to take them to forms rather than having them use the Submit a request button, and I have all my forms for this brand enabled for end users, so agents and end- users can fill out forms via the Customer UI - ( which allows descriptions ) however when I use the link method you describe here, it always opens up the agent interface, NOT the customer UI form interface?

    I want all forms on this brand to be filled out using the Customer UI - agents and end-users, is this possible?

    0
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Serge BERTAINA DUBOIS,
     
    You're welcome, and please don't hesitate to reach out anytime if you need help or have any other questions.
     
    Thank you!
     
     
    Kind regards,
    0
  • Jennifer Rowe
    Zendesk Documentation Team

    Oh, that is a bummer. Your trial-to-paid account should carry over, and you shouldn't have to reenable anything. I'm sorry you're having trouble. Yes, just another curve ball of life, I guess. If you still need help, let us know. I did call for backup! 

    0
  • Michelle Plunkett

    So there is no way to view and test the new forms we submit?  I am having same problem where I do the format for the URL, and cannot actually view and submit test tickets. 

    0
  • Serge BERTAINA DUBOIS

    Hello,
    Thank you for this feedback.
    I had seen this method.
    What I miss is to change this text according to the brand of the Help center.
    Sincerely,
    Serge.

    0
  • Brett Bowser
    Zendesk Community Manager

    Hey there,

    The ticket form ID should definitely be longer than 4 digits. It may be directing you back to that page because you're signed in as an agent on the account and not an end-user. I would try testing in a private browser as an end-user to see if that shows you the form you're looking for.

    Keep me posted!

    0
  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi Dawn,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, yes you can send the direct link to that to your end-users. It was mentioned in this article that you need to look for the URL in your internet browser. The number at the end of the URL is the ID of the ticket form., and you need to replace it with your ticket URL.

    Thank you!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist |

    0
  • Dawn Gregory

    If I do not share a ticket form with end users because I don't want to use the drop down, but I would like to share a link for that form on a website, will the end user be able to click the link to access that form?  Thank you!

    0
  • Jean-Francois Weston
    Zendesk Customer Care
    Hi Ann, Would you have set conditions to ticket forms with conditional ticket fields?
    Because that could explain why you still have the different forms for your users to choose from.
    Have a look at this article Understanding and optimizing ticket forms
    0
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Naresh,
     
    Thank you for reaching out to Zendesk Support.
     
    In regards to your concern, please make sure that the option to require users to sign in is disabled. You can check it by going to the Guide admin page. 
     

     
    Thank you and have a wonderful day ahead!
     
     
     
     
    Kind regards,
     
     
    0
  • Liz W

    Jennifer, I'm wondering if you can guide me in something I'm puzzling over.

    We have a closed Zendesk instance, as our Help Center contains proprietary info about our product intended only for our subscribed customers. We have already imported our existing customers' emails into Support, though many of them have not yet verified them or accessed our Help Center.

    We would like to start providing customers with a link to a ticket request form. Since many of our end users do not access our Help Desk regularly, we would like to have the form viewable without logging in (but still keep our Help Desk set as closed, so that only registered and approved viewers can view articles). Any chance that is possible?

    If not, it would be really helpful for the redirected sign-in page for those who are not logged in to be a specific one for a form, saying something like "log in to submit your request," rather than a generic "welcome to our site; if you've emailed with us you already have an account, but you probably don't have a password" login page that is not applicable to this context and gives no indication that they're on their way to the right place. (That text isn't even accurate for our users in the first place, but it's especially confusing here.)  

    Please let me know if you have any suggestions about how we could achieve what we're going for here -- quick, easy ability for our customers to access and use a form without having to figure out how to navigate the site.

    0
  • Naresh Chevuri

    Hi Team,

    I have created a form and followed

    1. Select Anybody can submit tickets.
    2. Do not select Ask users to register

    Replace the ticket form ID (8613)

    Still, the end-users receiving sign-on page. Is there anything need to be change to allow end users directly fill out the form?

    0
  • Naresh Chevuri

    Hi DJ Buenavista Jr.

    It was already in enabled status, I checked in my Guide settings.

    Could you please check out any additional settings other than this?

     

    0
  • Ken Malecki

    The help center still has trial in the path for the URL... why is that?

    https://adhocteamhelp.zendesk.com/hc/en-us?suiteTrialOnboard=true

    This has been bought and paid for.... can we fix this?

     

    0
  • Ken Malecki

    I want a person...(not a user of any type) just average Betty working at her desk, to view the form, fill it out, and submit it. Can that be done? With out logging in to anything.

    0
  • Juraj Jarmek

    Hello @...,

    Please note that is only available on Support Enterprise, and you are on Team, which is lower than that, and that is why you do not see this feature.

    You can still submit requests through your help centre, but this can only be done with a single ticket form, because of your plan's limitation.

    For more info:

    Submitting and tracking requests in the help center Customer Portal

    Have a great day and stay safe!

    0
  • Tipene Hughes
    Zendesk Developer Advocacy

    Hi Unoliving,

    Off the top of my head, I'm not entirely sure if this is possible but I'll be happy to dive in to the details a bit more and see what we can find. Can you let me know your use case here? Are you wanting to redirect users to pages within the help center or externally?

    Look forward to hearing from you!

    Tipene

    0
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Serge BERTAINA DUBOIS,
     
    Thank you for reaching out to Zendesk Support.
     
    In regards to your concern, the following changes you can make from here is the "Please choose your issue below" text that will be shown to end-users if they are more than one ticket form available. 
     

     

     
    You can modify/change it to the Help Center brand by editing it from the Admin Center click the Objects and rules icon () in the sidebar, then select Tickets > Forms.
     
    Thank you!
     
     
     
    Kind regards,
    0
  • Unoliving

    The usecase is to redirect the user to our own website(external) after completion of a form.
    Br Carsten

    0
  • Dan Cooper
    Community Moderator

    Liz, 

    I think to make a custom page public you'd need to uncheck the Require sign in option from your Guide settings so that it could be landed on by an anonymous user.

    Your help center can still have restricted areas that require sign in.  User segments can control article content, and you can control user registration and ticket access via the Anybody can submit tickets section in your Admin settings under End users. 

    0
  • Jennifer Rowe
    Zendesk Documentation Team

    Goodness @... I might have to get you some real help. I'm not sure about that...

    Have you enabled your help center in set up mode?

     

    0

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