Understanding and optimizing ticket forms

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5 Comments

  • VIVOTEK Admin

    In Zendesk Support, I have create a lot of ticket form, and different group. Is it possible limit the agent(in one of the group ) only can view one ticket form and set as default? It means that some agent or group can't see some specific ticket form.

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  • Jason Schaeffer
    Zendesk Customer Care

    Hi Ping,

    There is no way to restrict the ticket form to a group (or set of groups), you could use a trigger that identifies any update where an assignee attempts to use a ticket form that they are not allowed to use based on their group. This same logic can be used to prevent agents that support different brands from using a ticket form that belongs to a different brand. In this case, each brand would be supported by a specified group, these groups would then be restricted to specific forms as desired.

    There is more information on this in the article below:

    https://support.zendesk.com/hc/en-us/articles/115004484427-Can-I-restrict-a-ticket-form-so-that-it-can-only-be-used-by-agents-in-a-specific-group-

    I hope that helps!

    Jason Schaeffer | Customer Advocate |

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  • JC Hall

    lol,

    clicking "Get started" beneath the Advanced column of this article returns you to this article.  So stupid.

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  • Brett Bowser
    Zendesk Community Manager
    Hey JC,
     
    Sorry for the confusion and thanks for bringing this to our attention! I'm going to loop our documentation team in here so they can update the article with the relevant information.
     
    Cheers!
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  • Charles Nadeau
    Zendesk Documentation Team
    Hi JC, 
     
    The links should now work:

    https://support.zendesk.com/hc/en-us/articles/4408888481178
     
    Both should now go to the same, second article. The content on the second article is customized depending on the link you choose in the first article.

    Thanks for reporting the issue.
    Charles 
     
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