Add Submit A Request for Agents

75 Comments

  • Stephen Maunder
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    +1 on this this is a key thing! we have account managers that are light agents but we want them to be able to raise internal tickets without having to navigate the support side as it just adds confusion :( Please add this feature

    1
  • Louis Tan
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    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
  • Thomas D'Hoe
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    Hi @Benjamin,

    I don't see why this is not yet picked up by your development team.

    The use case is really simple, when using Zendesk as an internal servicdedesk (HR, IT, Facilities, ...) in a single instance than an agent form Facilities could be and end-user for HR. So at that moment he needs to be the ability to create requests right from the ticketforms in the helpcenter.

    I don't see why it takes so much time to put this on the roadmap, because like you know it's not a problem to use ticketforms right from the webwidget (even when you are an agent). 

    Zendesk calls this a new feature, I call this a bug.

    So please wake up, this is something really needed and if not, Zendesk will lose a lot of clients.

    Ps: Like Zendesk is also using Zendesk for their internally business, I think even Zendesk is struggling whith the same problem. 

    5
  • Scott Patterson
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    Hi all,

     

    I agree with the other comments here, in that it doesn't seem like a major overhaul to fix (all the functions already exist, workarounds exist, and apparently a beta exists?), with a few very real use cases.

     

    Form Benajmin's list, we need this for #1 and #3

    Internal department wants to get tickets from employees who are agents

    Logging tickets on behalf of end users

     

    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.

     

    Really hoping this gets added soon, seems like a lot of people that want to rely on this 'feature' and a lot of combined time spent on trying to work around something that isn't too complex of a problem.

     

    Thanks,

    -SP

    2
  • Marissa Zugec
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    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.

    1
  • Dirk Nelson
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    @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.

    1
  • Marissa Zugec
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    Checking to see if this has been promoted for development yet? if not, will this be added for consideration in the near future? 

    1
  • Melanie Halse
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    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.

    0
  • Terry Waldron
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    The last comment on this from Zendesk was 8 months ago and we've seen nothing since , this issue isn't going away but I feel some of your customers may be.

    We use Zendesk for internal ticketing and service desks , we manage multiple activities through one instance so the ability for agents to create tickets through the standard webforms is critical for us.

    Please can you update us on the progress of a solution to this , its not very encouraging as a customer to have to post this request on a 4 year old thread , it doesn't say a lot for your turn around time.

    6
  • Brian Hensley
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    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.

    1
  • Shane Phelan
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    This is critical for us too. We have many internal people who are both agents and requesters. We just need our agents to have the "Submit a request link" to access forms for ticket submissions.

    1
  • Alberto Iaccarino
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    Cannot believe some many years have passed and this has not been address as yet. Having this functionality will simplify creating tickets for sales staff in my organisation, which need to be light agents to review tickets for their customers

      I add my vote

    1
  • Abigail Iliesi
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    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.

    1
  • Marissa Zugec
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    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? 

    1
  • Jamie Noell
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    +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.

    1

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