Presenting ticket forms to end users

Return to top

70 Comments

  • 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

     

    0
  • 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,
    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
  • 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,
    0
  • 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 !

    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
  • 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
  • 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
  • Unoliving

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

    1
  • 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
  • Unoliving

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

    0
  • 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
  • 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?

    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
  • 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

     

    0
  • Dave Dyson
    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]
     
    0
  • Picard, Paris

    This doesn't make any sense. For every form, there should be a simple, public facing ticket form URL that can also have a short link option. This is not easy to use.

    3
  • Emily Wheat

    Hi there, 

    Does anyone know why all of my forms have locked default Subject and Description fields? I can't figure out how to change them in the field settings. 

    Thank you 

    0
  • Christine
    Zendesk Engineering

    Hi Emily,
     
    The default Subject and Description fields are System ticket fields.

    System ticket fields are the standard, default fields that agents see in a ticket. You can deactivate and reactivate some (but not all) of the system fields. And both the Subject and Description fields are required and cannot be edited.

    See the complete list of system ticket fields.

     

    Although it is not natively possible to hide the subject and description from the Help Center new request form as they are required system fields needed for tickets to be created. You could, however, use Javascript or jQuery to autofill and hide these fields. You can find more detailed information here: Disabling the subject and description fields on the new request form in Help Center
     
    Disclaimer: The article above is provided for instructional purposes only. Zendesk does not support or guarantee the code. Zendesk also can't provide support for third-party technologies such as JavaScript, jQuery, or CSS. Please post any issues you have in the comments section of the shared article above or try searching for a solution online.

    I hope this clarifies. Thank you!

    0
  • Rade

    Hi, I have created a ticket form and I have an public URL like https://company.zendesk.com/hc/en-us/requests/new?ticket_form_id=xxxx. I also allowed anyone to submit tickets, but when I try to visit ticket form URL in the incognito browser I ended up on the login page. Does anyone know why? Best, Jan

    0
  • Madison Hoffman
    Zendesk Digital Resources Team

    Hi Rade! Two things come to mind that I would check: 1) has your help center been activated? 2) Is the "require sign in" setting enabled (under Guide admin > Guide settings > Security settings)?

    0
  • Max

    Hey there,

    If I don't add "End user instructions", the native text is 'Submit a request'

    Is this text gonna be translated to any other language automatically if user is french or spanish ?

    Thank you

    0
  • Zsa Trias
    Zendesk Customer Care

    Hello Max, 

    The end-user instructions line is separate from the "Submit a request" text. But to answer your question, the "Submit a request" text should auto-translate depending on which Help Center locale the customer is on. 

    0
  • Aisyah Zahariman

    Hi Zendesk,

     

    Is there a way to paste the ticket form into other social media platforms? e.g. Facebook page?

    0
  • Lukas GÄRTNER

    We have a sandbox account.

    I changed the URL for my form to https://mycomp.zendesk.com/hc/en-us/requests/new?ticket_form_id=1234

    and disabled that user have to register when submitting a ticket. But still in an icognito window I just come to the form which is set as default. Is it possible to have a default form but create such a custom link for another form?

    Can you please give me support on this?

    What I want to achieve is, that I have an URL for one special form which I can give end users to fill out the form without being registered, I also dont want to embed the form in my website. I just want to give them the URL (they are actually colleagues without a zendesk account).

    0
  • Hiedi Kysther
    Zendesk Customer Care

    Hi Aisyah Zahariman,

    You can use your Help Center's Ticket Form link and paste it into your Social Media Page. This will route your customers to your Help Center when they can submit their ticket.


    Hope this helps! 

    0
  • Hiedi Kysther
    Zendesk Customer Care

    Hi Lukas GÄRTNER,

    I've created a ticket on your behalf so we can discuss your issue more thoroughly. Kindly check your inbox for my email! 

    Cheers! 

    0
  • Ken Mullen

    Hello. I am not using the web widget. I am only using the Help Center. We have multiple branded help centers, all requiring brand-specific sign-in.

    I have 3 forms. 2 are intended for general users and should appear in a drop for selection. I think that is standard behavior, which is good.

    The 3rd form (and more to be added) is intended for one or a few specific users. I am planning to send those users a direct link to the form. 

    The challenge is that I don't want the 3rd form to appear in the drop-down for the general users.

    How do I do that? Thanks!

    0
  • Noly Maron Unson
    Zendesk Customer Care

    Hi Ken,

    There is no native functionality in Zendesk to hide the ticket form but can be done by editing the Javascript. See: How can I hide ticket forms based on a user's organization?

    Hope this helps. 

    0
  • Hannah Lucid

    Hi Team,

     

    I was wondering if there was a way to allow our end-users to search for a form based on the help they need. This search could utilize keywords from the form title presented to the end user, tags related to fields on those forms, or key words from the description of each field *this may be specific to our guide design*. 

     

    An app or a native Zendesk function would work, preferably a native Zendesk function. 

     

    We are trying to improve our end user experience when submitting requests. Our teams support internal employees only. 

     

    Thank you so much!

    0

Please sign in to leave a comment.

Powered by Zendesk