Presenting ticket forms to end users

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47 Comments

  • 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.

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  • 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!

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  • 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

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  • William Grote

    NOTE, when using the Submit Request button, both agents and end users are presented with the Customer UI forms, just not when I try to link the form in an article or to a custom button

     

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  • 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

     

     

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  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Naresh,
     
    I'll open a new ticket for you since this is a community page, and I won't be able to check it here as well as for privacy reasons. 
     
    Thank you!
     
     

    Kind regards,
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  • Naresh Chevuri

    Hi DJ Buenavista Jr.

    My security settings are already in a disabled state. Still, the end-users are getting sign-in page to edit the form. Please have a look and advice if any changes required me to modify. https://skftechnicalsupport1615757256.zendesk.com/agent/admin/ticket_forms/edit/8613

     

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  • Shobbir Ahmed

    Hey all,

    We currently have end-users using the help centre to submit tickets. One of our ticket forms is a new starter form and I was wondering if it would be possible to allow end users to edit that form after it has been submitted?

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  • 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 ;)

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  • 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.

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  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Naresh,
     
    Have you tried checking if your Help Center is already enabled? From the Guide Admin settings, scroll down to check if your Help Center is already enabled.
     

     
    Thank you and have a wonderful day ahead!
     
     
    Kind regards,
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  • 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. 

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  • Serge BERTAINA DUBOIS

    Hi all !

    Is there a way to change the "End user instructions" according to the help center brand.
    Indeed, On a mark I want this instruction to be "You are?" and on another it is "What is your subject?".
    Is there a way to do this?

    Note: I tried emptying the "End user instructions" to force it into the template, but alas, when that value is empty, Zendesk replaces it with something like "Choose a request type below" (which I don't want not).

    Thanks for your help !

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  • 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.  

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  • 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

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  • 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!

     

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  • 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?

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