The help center, by default, offers the option for end-users to submit requests. End-users who submit requests can also manage their support requests in the customer portal.
The help center might not offer the option to submit support requests. It depends on how the help center is set up. This section describes the default options for submitting requests and tracking request in the customer portal, without any customization.
Submitting a support request
End-users can submit requests using the support request form (or web form) on your help center. Depending on how your help center is set up, users may or may not be required to signed in to submit support requests in your help center.
The support request form might contain more fields than those described in this section. It depends on how the help center is set up. You cannot remove any of the default fields on the submit request form. However, you can set up single sign-on, so users will automatically be signed-in to your help center and will not have to enter their email in the form. See Single sign-on options in Zendesk for more information on SSO.
To submit a support request in the Help Center
- In the Help Center, click Submit a request at the top of the page.
- If the CC option is enabled for the
help
center and you are signed in, you can add an email address to copy a
user on the ticket.
To copy multiple users, use a comma to separate each email address.
- Enter a subject and description of the problem.
As you enter a subject, a list of suggested articles in the knowledge base appears. You can click one of the articles instead of submitting the request. Encouraging end-users to look for answers in the knowledge base can deflect tickets.
- If you belong to multiple organizations, select the organization for this support request.
- Add any
attachments.
The file size limits are 7 MB for Team plans and 20 MB for all other plans.
- Click Submit.
Updating a support request by email
End-users can update an existing support request ticket with a comment by email.
Your email must reference an existing ticket ID, using the proper syntax, in plain text. You must have permission to update the ticket, either as the ticket requester, a CC on the ticket, or a member of a shared organization for the ticket.
- In your email client, create a new email message or forward an existing email.
The email is to the support team. The subject can be anything you want.
- At the top of body of the email, enter the ticket ID for an existing support request
using the following syntax:
#id ticketnumber
For example:
#id 123456
- Leave one blank line after the ticket ID.
- Enter the comment you want to add to the ticket after the blank line.
Your email should look something like this.
- Send the email.
Updating a support request in My Activities with a comment, CC, or organization
You can update any existing support request that is not closed with a comment.
You can also add CCs (if enabled in the help center) to an existing support request. And if you belong to multiple organizations, you can also change the organization for a support request when you view it in the help center.
To update an existing support request
- Click your profile icon on the upper-right side of any
help
center page, and then click My activities.
By default, the My Activities page displays all requests that you have submitted. - Click the link for the request you want to update.
- Add a comment to update the request.
- (Optional) If the CC option is enabled for the
help
center and you are signed in, you can add an email address to copy a
user on the ticket
When you add a CC to an existing ticket, you must also add a comment.
- (Optional) If you belong to multiple organizations, you can change the organization for the support request.
- Click Submit.
Tracking your support requests
You can use the help center to track your support requests.
If you belong to multiple organizations, you can also change the organization for a support request when you view it in the help center.
To track your support requests
- Click your profile icon on the upper-right side of any
help
center page, and then click My activities.
By default, the page displays all requests that you have submitted. - To
filter
your
requests by
status,
select a request status from the Status menu.
- Open is a ticket that's been assigned to an agent who is working to resolve it.
- Awaiting your reply is a ticket that's been assigned to an agent, but the agent is waiting for more information from you before resolving the ticket.
- Solved is displayed when work on the ticket is complete.
- To search your requests, enter a search term in the Search Requests box.
You can use ticket property keywords in your search, if you'd like.
- To see details about a request, click the request title.
If you belong to multiple organizations, you can change the organization for a support request when you view details for that request.
Tracking your organization's support requests
As an end-user you can be a member of one organization or multiple organizations. If you're a member of a shared organization, you can see tickets for all members of that organization.
To track your organization's support requests
- Click your profile icon on the upper-right side of any page, and then click My
activities.
- Click the Organization Requests link on the My Activities page to see all the
requests in your organizations.
The link appears only if you're a member of a shared organization.
- To see details about a request, click the request title.
You can add comments to a request if an administrator has set it up. For more information, see Setting up a shared organization for end-users.
- Click your profile icon on the upper-right side of any page, and then click My activities.
- Click the Organization Requests link on the My Activities page to see all the
requests in your organizations.
The link appears only if you're a member of a shared organization in Zendesk.
- Click
Follow.Note: If the Follow button is not available, you might need to ask your administrator to add it to your help center theme (see Add Follow/Unfollow for users in a shared organization).
You will now receive notifications for new and updated request in your shared organization.
Marking a request as solved
You can withdraw a request by marking it as solved. The request must be assigned to an agent before you can mark it as solved.
To mark a request as solved
- Click your profile icon in the upper-right side of any page, and then click My activities.
- Click the title of an open request to open it.
- Select the option on the lower side of the request to mark it as
solved.
The request must be assigned to an agent. Otherwise, you do not have the option to mark it as solved.
- Enter any comment you want in the reply and click Add Reply.
Creating a follow-up to a solved request
You can reopen a solved request by creating a follow-up ticket.
To create a follow-up to a solved request
- Click your profile icon in the upper-right side of any page, and then click My activities.
- Click All my requests in the sidebar.
- Click the title of a solved request to open it. Tip: If you have a long list of requests, filter the view by selecting Solved from the Status menu.
- Click the link on the lower side of the request to create a follow-up request.
- Complete the follow-up request and click Submit.
15 Comments
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
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!
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
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
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?
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?
nope ..Just one Org
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.
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?
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 |
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!
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.
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
Thanks Joe that's helpful!
Are you able to filter on Subject and ID?
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