Submitting and tracking requests in the help center Customer Portal

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14 Comments

  • Khoo Kok Cheong

    Hi Zendesk team,

    For the "Tracking your organization's support requests", I was not able to see the [Request] menu. How do I make this menu appear?

    I only can see the [Requests] menu when I clicked on the link from the ticket response (e.g. https://aabbcc.zendesk.com/hc/requests/1001 but only see this ticket. I want to see all my requested tickets when I select [My activities].

    I log in with an End-user account. (There is no difference even login with Admin account). Kindly advise if I have to make any setting change?

     

    Thanks.

    KC

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  • Holly

    Hi KC!

    It sounds like your Guide plan may not include this feature. The ability for end-users to track support requests with the "My Activities" page is available on Guide Professional and Enterprise, but not Lite. 

    If you need to update your Guide subscription, your account owner can make this change through the Subscription settings in the Admin Center. If you have a managed account, you can get in touch with your account manager to update your plan.

    I hope that helps clear this up!

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  • Bill Cicchetti

    Couple of questions I hope you all can answer:

     

    1) In the Customer ticket list there is a column named "Last Activity".  What constitutes an activity?

    2) When an end user views the entire orgs ticket list is there a limitation on the number of tickets it will display on the page?

     

    Thanks in advance

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  • Dan Ross
    Community Moderator

    Hey Bill,

     

    1) I believe any update to the ticket would constitute activity. An agent submitting an internal note, or an automation firing on the ticket, for example.
    2) 30 tickets are listed before pagination applies

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  • Bill Cicchetti

    Thanks Dan,

    What's strange is the lists  of tickets for the entire org is much less than the ticket list for the end user whos part of the org.  The end user has 3 pages of ticket history but the section for Org has only 22 tickets listed.

    Do you know if there are different parameters for the Org tickets vs User Tickets?

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  • Dan Ross
    Community Moderator

    Hey Bill, 

    It's possible that this user was a member of multiple organizations and not all tickets are being created under the one org - can you check if that's the case?

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  • Bill Cicchetti

    nope ..Just one Org

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  • Dan Ross
    Community Moderator

    Only other thing I can think of is that not all of that user's history is attached to that one org. Maybe they had tickets before joining that org? Or perhaps they were a member of a different org in the past and are no longer a part of it. The history of tickets will follow the requester. I'd compare some of the tickets and see if they are all assigned to the org in question.

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  • seoj

    Hi, 

    Is there any way for the customer to see a pop up to perform a certain action or follow a kb as soon as the ticket is created? In the same view? 

     

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  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi Seoj,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, the suggested articles list should be on by default. You may want to check your "Submit a Request" template and CSS.

    You can find more information here: https://support.zendesk.com/hc/en-us/articles/115007289768-How-can-I-remove-Suggested-Articles-from-the-ticket-submission-form-

    Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist |

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  • Andrew Chu

    Hi team,

    A quick check - do requesters have the ability to know the name of the agent whom the ticket is assigned to at the moment? Please clarify thanks!

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  • Joe
    Hello Andrew,
     
    Requesters can view the name of the agent, but agents can set an Alias:
    https://support.zendesk.com/hc/en-us/articles/4408893352986-Adding-a-team-member-alias

    This will change what clients view of Agents name.

    Please let me know if you have other questions.
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  • Bridie Easton (from Roubler)

    Can the information displayed for end user in a submitted request be modified, as it shows in the screenshot above: Where is this data pulled from?

    I.e if we create a form for a user to submit a request, and the form has a field for the user to add a priority, is that field then displayed on the request in the "My Activity" section when you open the request

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  • Andrew Chu

    Thanks Joe that's helpful!

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