Submitting and tracking requests in the help center Customer Portal

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21 Comments

  • Kok Cheong Khoo

    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
    Zendesk Customer Care

    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.
    1
  • 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

    1
  • Andrew Chu

    Thanks Joe that's helpful!

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  • Yazdi Talati

    Are you able to filter on Subject and ID?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Maria, welcome to the community!
     
    You can use Host Mapping to map your Zendesk help center to a subdomain of your company's domain (e.g. "support.mycompany.com" instead of "support.zendesk.com/mycompany"). For more information, see Host mapping - Changing the URL of your help center
     
    For the most seamless user experience, you'd probably also want to style your help center (via HTML, CSS, and possibly Javascript) to match your company's web page – here's a resource to get you started: Customizing your help center theme
     
    If your user log in to your main website, you could also set up single sign-on so that they don't need a separate login for your help center. For that, see Single sign-on (SSO) options in Zendesk. Hope that helps!
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  • Kathleen Herbert

    Is there any way to enable Agents to submit tickets via the help center? Currently when our agents click on the SUBMIT A REQUEST button it automatically redirects them to the Agent Dashboard view. We have Agents who are also our customer who we want to be able to enter tickets on the help center.  Please advise!

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Kathleen, welcome to the community! Yes, you can configure your help center to allow agents to submit tickets – see Enabling agents to access request forms
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  • Ulises Soto

    Adding to Bridie Easton (from Roubler)'s comment, are we able to add custom fields such as the one on the screenshot where it says "What is your camera model?" ? 

    https://support.zendesk.com/hc/en-us/articles/4408846805530/comments/4410490493850

     

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  • Dave Dyson
    Zendesk Community Manager
    Hi Ulises,
     
    It's not possible to allow the user to modify a custom field in the way shown in the article's screenshot that Bridie referenced -- that only allows the customer to modify the Organization the ticket is connected to, if the customer belongs to multiple organizations. Also, although it's possible to add certain additional fields to the My Activities page, it's not possible to add custom fields. But we are looking for feedback on this, so please add your use case as a comment to this thread: Enable custom ticket field columns to be added to the request table in Help Center my activities page
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  • Dave Tonks

    Hi, This is becoming an increasing problem with our customers where one customer will manage the requests for multiple organisations, although they only have one email address. Currently, as I understand we can grant a single user/email access to be able to raise tickets on behalf of multiple orgs, or to view all tickets raised by a single (default) org, but we can't grant permission for a single user to be able to view all tickets for multiple schools. Is there any way to do this please?

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