Presenting ticket forms to end users

Return to top

48 Comments

  • 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
  • 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
  • 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
  • Brett Bowser
    Zendesk Community Manager

    Hey Kristina,

    I believe you need to enable agents to manage requests in the Help Center in Guide before your Light-agents can access the form. More information in the following article: Accessing request forms

    Let me know if that doesn't get you what you're looking for!

    0
  • 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
  • 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
  • Ken Malecki

    This doesn't work for me. It takes me back to my agent login version of home. I want to see the form from how a person not logged in would see it... Can you guys help with this? I am finding this help quite frustrating and lacking on simple task that should be easy... I know it could be operator error but still help is not help for simple things because it takes the user (me) to all these wonderful features but not some like ... you can't be logged in when trying this.... When i follow directions and it doesn't work tells me something is missing.

    0
  • Jennifer Rowe
    Zendesk Documentation Team

    Hi @...

    Sorry to hear this has been frustrating for you! You're right, the article doesn't give instructions for viewing the form as an end user. It tells you how to construct the URL that you can thenb give to end users to open a specific form. 

    If you want to see the form yourself, you'll need to sign out of your account or view the URL in an incognito browser. 

    Hope that helps!

     

    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
  • Jennifer Rowe
    Zendesk Documentation Team

    Ah, @..., to do that, you must "allow anyone to submit tickets."

    See Enabling anyone to submit tickets. Specifically, this section.

    If that setting is not enabled, then users will be prompted to log in to see the form and submit a ticket. 

    We'll add that missing detail to this article! Thanks for alerting us.  

    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
  • 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
  • Ken Malecki

    @Jennifer Rowe Thank you, I think the issue is that during the trial period all this work as it should, but now that CMS has paid for the product it seem the trial version is still hanging on in some area and I have to enable some stuff again.  I was told that the trial account would port over but seems there are some glitches. Life is all one big learning curve. As soon as you think you know something... you get older ;)

    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
  • 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
  • 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
  • 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
  • Madison Hoffman
    Zendesk Digital Resources Team

    That's strange, Ann! If you're providing a link to one specific ticket form (like https://mycompany.zendesk.com/hc/en-us/requests/new?ticket_form_id=1234567890) I wouldn't expect the dropdown menu to be displayed, just the specific ticket form! Can you confirm that is how you're building the static URLs from your website?

    0
  • Ann O'Toole

    Madison Hoffman yes, that is the URL template I am using, but unfortunately the dropdown to the other forms we have is still available. 

    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
  • Barbara Fyfe

    Ann, I was just having the same problem you are and the solution is found in this article that I just got from a ZD support agent. Hope it helps.

    https://support.zendesk.com/hc/en-us/community/posts/4409585710618-Hiding-form-selector-in-Guide

    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
  • 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
  • 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
  • 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
  • Liz W

    Dan, that's very helpful. Thank you for your thoughts!

    I was actually slightly inaccurate before - our Help Center is currently set up as restricted, not closed. Sign-in is required, but users can self-register. However, the only article visible to all signed-in users is a "Welcome to our Help Desk!" article that explains that only current subscribers to our software can view the help content and lets them know how to contact us if they should have access and don't. We use User Segments to restrict access to all the other articles so that only eligible users (customers) can view it.

    Having read your suggestion, I'm now realizing we could set up the Help Center and that one welcome article to be visible to everyone, without a sign-in, and then keep the other articles restricted via User Segments as we do currently. 

    Then there's the custom page option you mentioned. One thing wasn't quite clear to me in the article you linked: can custom pages be visible to non-logged-in-users even if Guide is set to require sign-in? Or would they be password-protected too if Guide is set to require users to sign in to view our Help Center?

    Thanks again,

    Liz

    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
  • Liz W

    OK. That answers my question. In that case, we don't need a custom page.

    We've decided to make our Help Center public as you've suggested and then keep all of our articles, except a single "welcome to our help center" article that explains that the site is limited to current customers and indicates how to contact us if you should have access but don't, restricted to User Segments of pre-approved users. Since having the Help Center open means the ticket submission form is available to non-signed-in users, we don't need a custom page.

    Thanks for your help.

    0
  • Kyle Devine

    Hi, I have created the link to my form and made sure that anyone can submit a form and I'm still taken to a sign-in page.  An incognito browser still goes to the sign-in page.  Attached are supporting images of the end-user settings, the form id, and store URL.  I'm trying to access the form with this link --  https://wholesaleatv.zendesk.com/hc/en-us/requests/new?ticket_form_id=4418273092635

     

     

    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

Please sign in to leave a comment.

Powered by Zendesk