Add Submit A Request for Agents

Completed

111 Comments

  • Louis Tan

    Hi Benjamin,

    The main use case for me on this request is that when Zendesk serves as helpdesk system in one company, there will be a lot of users who are agents but needs to submit a request.  While, the ticket submitting experience is totally different from end-user and agents, and there are chances to put wrong information and jump steps (for example, it allows agent to input any name in 'ticket submitter' field), the UI looks wired with lots of space wasted on the right side for 'subject' and 'description' but limited size of customized field. This can be solved via enable agent to submit ticket via end user view.  

    In short, one view for one certain task - ticket submission;  Right now there are two different ticket submission experience depends on roles. 

    2
  • Marissa Zugec

    Agree with Scott Patterson's comment, this was worded well, in that we need the same functions: 

    Another reason for us is with automation of tickets flowing between two Zendesk instances with sharing turned on, making sure the tickets are automatically shared with the right fields and the right details entered. Especially when fields can be set as 'required' by end users when submitting a form, but not required when an agent manually creates a ticket. This makes our automation and sharing of fields not have all the necessary details filled in for agents that create them manually.

    It's also not great for consistency to tell some users to submit forms some way, and other users to submit in another way, and having to give out different URLs depending on who we might be talking to. Having things simple and consistent for any users (or able to be turned on for any users) would work much better.

    2
  • Dirk Nelson

    @Benjamin - scenario #1 for us as well.  We use Zendesk for our internal technical support customers, and we want to expand it to have other internal departments use it for general internal requests.  It would be a much easier transition for some of those customers to become agents if they still had the ability to submit tickets through Guide like they're used to doing.

    2
  • Marissa Zugec

    Checking to see if this has been promoted for development yet? if not, will this be added for consideration in the near future? 

    2
  • Melanie Halse

    Just wanted to add my voice to this thread - the fact that light agents cannot submit tickets via the Help Centre is a real bugbear for us too, for much the same reason as others here - our instance of Zendesk is used internally only.  Therefore, our Light Agents who are subject matter experts in one area, are also customers when it comes to other subjects.  Zendesk as a whole is really great, and the array of features and options is fantastic, and has improved so many processes for us, but this seemingly simply functionality that is missing, is a bit of a blot on an otherwise great product.

    2
  • Brian Hensley

    Not going to repeat what everyone else has noted as the "why" this is needed.  But having had experience with multiple other ticketing systems, many have this feature. It is absolutely a hindrance when using ZenDesk for internal ticketing and process mapping. The more I use this tool, the more shocked I am at how much functionality it does NOT have that it's competitors do.

    Please address.

    2
  • Abigail Iliesi

    What are the most important use cases for this? For my company, 1 and 2. But 3 is valid as well. 

    It's disappointing to see that the Zendesk community has been consistently asking for this feature for over 5 years now, only to be brushed off year after year. I wonder how many Zendesk customers are frustrated by this issue but simply haven't registered with Zendesk client support to voice their concerns. 

    @Benjamin wrote that a solution was in the works 11 months ago, and then 5 months ago @Nicole wrote that the product team hasn't picked it up and that there are no updates. 

    Zendesk is self-admittedly aware of this request, and they understand the need thanks to years of customer feedback... so, can we expect a solution in the near future? Please post an update as soon as possible.

    2
  • Marissa Zugec

    I want to vocalize again for this request that we are in need of a solution for agents submitting tickets, This need has not changed, and we continue to see others on the request that are in the same predicament as our company. What are the plans for the future development? 

    2
  • Jamie Noell

    +1 for adding the ability for an agent to submit a request through the Help Center.  Our company uses SSO to get to Zendesk so being logged out or using a different browser to access the Help Center is not an option.

    2
  • Jen Nee NEO

    My organisation uses Zendesk too for internal ticketing. As such we may want to ease the hassle of request raising by helping fellow colleagues to raise a ticket on their behalf, especially when they do not know what details is needed for an agent to follow through. Also Agents can be end users as in we also want to raise ticket to get stationery or gain access to a system.

    2
  • Tyler Riti

    We're in the same boat here. We use Zendesk for internal support and have a need to allow our agents to be able to submit tickets through the Guide.

    1
  • Kristin Woodard

    Daniel has a great point! For those that do not use conditional fields in their forms, the web widget is a completely viable option! Unfortunately, we use conditional fields heavily in order to make our forms easy to use for our end users while still collecting the exact information necessary to fufill the request. Had the web widget included conditional fields functionality I would have encorporated the web widget into our support arsenal immediately.

    1
  • Fernando Duarte

    The lack of this functionality that used to be available in Web Portal is why I did not migrate to Guide until I was forced to.

    1
  • Fernando Duarte

    The  "preview_as_role=end_user" only works for agents, and not for light agents.

    1
  • Chris Peterson

    We would absolutely love this feature. We use Zendesk for Internal tickets and teams, and have had to create triggers to close tickets that were submitted by agents without any of the fields filled out. Submitting tickets through the Help Center is a cleaner experience and would be much more preferable for our agents to use, especially since some of them can't seem to figure out how to correctly submit a ticket in the Agent view. 

    1
  • Jeffseed

    I just wanted to add myself to this list.  We are wanting to roll Zendesk out to different departments in our organization, but having our ticket forms unavailable to new agents in different departments is a major hindrance.

    1
  • Henrik Söderlund

    +1. We are now about to start using zendesk, with multiple brands, to serve both end users and internal users. The lack of this functionality was a surprise to say the least. @zendesk, please update us with information about that beta functionality mentioned previously in the thread. 

    1
  • Jeffseed

    I'll provide some additional information on our use case and why this is critical for us.

    We are a District-level college IT department that initially implemented Zendesk as our ticketing system and had the desire to roll it out to our other district as well as college-level departments as a standard for ticketing systems.  We have a single instance where other departments are added into groups (to keep tickets and queues separate, but connected).  

    The problem was introduced when we added a new agents in another department and they would like to submit a ticket to a different department; the form in the agent view is not practical or friendly for some of our more complicated forms when the agent is unfamiliar.  After stalling our roll-out for several months to come up with a viable solution we were settled on a 3rd party product that used the Zendesk API to submit tickets.  We found it very disappointing that this functionality was not even on the roadmap for such a mature support product with so many features.

    If anyone else is interested in our workaround.. we have rebuilt our forms with the 3rd party product "Form Stack" and integrated them using the Zendesk API.  We then added some code to the Help Center main page to add buttons linking to the different support forms and disabled the built-in ticket form option for users.  While we didn't want to have to do this, it has been working well for us...  We now have a consistent experience for agents as well as end users to submit service tickets to any department within our instance.

    1
  • Kavyashree S

    Our company is hosted Zendesk using Onelogin and we have onboarded this tool for three departments , 

    Where the other department agent  will be enduser for few departments . Since we are on Onelogin , agents cannot logout and submit the request as anonymus user . 

    We are stuck and this is one of the basic features , there should be an option to login as enduser as well as agent . 

    If remove the tool from Onelogin , User will have to login all the time to use the tool , and while raising ticket they should enter the email address . 

    Also when they login for first time they should set a Password for it . Which will be a lot of work . 

    1
  • John Doe

    Any new updates on this one ? 

    Our agents used to be able to submit requests by adding "preview_as_role=end_user" to the URL but after upgrading our theme this feature seems to be broken. Having no alternatives available I find this very disappointing. It is making us consider switching to other tools.

    In our system, one agent can very well be an end-user for a different type of request (form) handled by another team.
    This together with some simple code logic in our script file can prove to be very powerful and versatile for our requests.
    For us this was one of the main selling points and strengths that Zendesk could offer over other systems and got us all very excited. Now being limited by something seemingly so futile ...

    I cannot think of any reason not to allow everyone to submit a request via the help center.
    Certainly not if you're already allowing it for all roles via the chat widget...

    If there is any way for us to get signed up for that beta, or if workarounds exist please let me know.

    1
  • Harriet Klymchuk

    +1 as well; and an update on when this will be available would be appreciated.  We would greatly benefit from agents being able to submit requests, as we use Guide to host our internal help center.  Having agents able to submit form requests would help us direct that work appropriately.  

    1
  • Cameron Greenfield

    +1 as well

    1
  • Or Polaczek

    Joining this feature request!

     

    I opened my own because couldn't find this until the community manager linked to it in a comment.

     

    Our use-case is detailed here: https://support.zendesk.com/hc/en-us/community/posts/360038519153-Agents-can-t-create-tickets-from-Guide-UI?page=1#community_comment_360010066974

     

    1
  • Jamie Noell

    I highly agree that this functionality would be extremely helpful.  The agent UI does not show the microtext under the fields as is shown in the Help Center version of the form.  

    1
  • Samuel Mosher

    Our team would benefit from this as well. Since we can't effectively control the agent experience, we instead have to burden our agents with documentation as we onboard new internal teams where the agent would be the end-user. Having a duplicate process to achieve the same means is just additional overhead that isn't necessary for anyone.

    1
  • Jamie Noell

    The other challenge that we are seeing is that the agent does not have the same screen as an end user requester, which complicates providing service.  Sure, the agent can somewhat replicate the experience from the agent interface, but we have agent-only fields that are not visible to the end user.  We also use conditional fields on the forms, which are typically the same as end users, but not always.  

    1
  • Franco Landa

    Any updates on when we could be seeing this? Our business has consolidated multiple Zendesk instances into one Zendesk instance that contains multiple, different departments. As a result, one agent in a department would need to complete a form in our Guide to be sent to a different department that now resides within the same Zendesk instance. While the forms are accessible in Web Widget, feedback from our Agents is that it's painful to complete an entire form from within the Web Widget and its large fonts. Agents being unable to submit forms like our end users is definitely causing some stressful and vocal negative sentiment from our Agents against our company's use of Zendesk.

    1
  • Louis Evangelista

    Thanks Anna! Any update on this request from ZenDesk?

    1
  • Nicole Saunders
    Zendesk Community Team

    Hi Louis -

    We don't have any updates from the Zendesk side.

    1
  • Au Finh Saechao

    This is interesting. +1 I agree with everyone here that agents should just be able to access the submit a request page instead of being redirected to Support.

    1

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