Presenting ticket forms to end users

Return to top

47 Comments

  • 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
  • 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?

    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
  • 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
    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]
     
    0

Please sign in to leave a comment.

Powered by Zendesk