Add Submit A Request for Agents

102 Comments

  • Mia Jonson
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    Hi!

    We really need this as well.

    Our agents are sometimes in need to add new tickets for them selves in other cases then they are agents for.

    For example one person is agent for questions relate to IT questions but wants to add a request for improvements to another group of agents.

    Why is this hidden for agents? They can still see their requests but are not able to create new.

    // Mia

    1
  • Chad Hensley
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    Internal department needs for us. We are using Zendesk internally, so many times are agents are also end-users.  I.e. Accounting has a form that a Technology staff member needs to fill out. Because the technology staff member is an agent, they cannot see the form when navigating to it in Guide.  

    1
  • Andy R
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    5 years later.. 

    1
  • Jen Nee NEO
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    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
  • Richard McDonald
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    5 years.. still no roadmap?

    There are so many solutions that could be added but the easiest one that comes to my mind is let us change the damn agent view!

    For crying out loud why make us shove all those fields into 1.5" when we have 22"+ desktop monitors?

    Even with a 13" retina display there is so much dead space because of the static design of the ticket context and the comment thread.

    Pleeeeease, do something. Or you can just add an option to tick on Guide submission forms for agents. The agent view is not a good user experience for managing business processes.

    2
  • Chad Hensley
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    Can someone from Zendesk tell us the use case for not showing forms for agents? As a developer, I can't imagine this is difficult to fix. I assume the guide checks for role and if it isn't end user, the submit a request button isn't shown. At minimum all that is needed is a toggle switch in admin panel that asks, "Show Submit a Request to Agents?" Yes or No. Then in that check referenced above, add the method to look for this.

    And if you want to get fancy later on, allow or disallow it by role. But this is something that should take no more than an hour to fix, unless the technical debt for the zendesk platform is super ridiculous.

    1
  • Jonathan March
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    I have always assumed that this natural capability is available for when we need it. Now we do need it, and I'm learning to my surprise and disappointment that it is not. For the record, our use-case is:

    > (1) Internal department wants to get tickets from employees who are agents

    Thanks!

    1
  • Janiece Caldwell
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    It is so frustrating that this is not a feature, also when you are building the help center ticket forms you have to go through 6 steps just to see the forms. 

     

    We pay a ton of money for Zendesk, this should be a built in feature.

    1
  • Naomi Watnick
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    +1

    0
  • Vianey Angsten
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    +1....I have been struggling trying to find a way for agents to fill a custom form. Filling a form from the support site is not a nice experience. The fields are very small, you don't see the description field, etc. We definitely need this!

    1
  • Richard McDonald
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    I just had a conversation with our sales rep and brought this up although it was more in regard to the agent layout (cramming all the form fields into 1" of screen space) rather than allowing a end user facing ticket experience. I think the latter would be a much easier fix but it sounds like they may have a beta feature in the pipeline to address the UX for agent tickets. Not sure exactly what though.

    1
  • Alfredo Navarro
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    Hello,

    We are also struggling with this huge limitation. We have quite nice end-user friendly ticket forms in Guide / Help Center that our agents cannot use, this is quite of a surprise for a product like Zendesk. In addition, light-agents are also following under this category of "agents", therefore they also cannot use the ticket forms; in our organization we have top managers as light-agents and it is incredible to tell them that they need to use the agent form when they need to create a ticket.

    We have another use case when using multiple brands. We have agents working on a specific brand, and immediately with the current definition, they are not able to create tickets for another brand via the Help Center. If the center is public, then they can of course open another browser and raise the ticket without login (definitely not very obvious). If the center is private, then there is no way at all and they cannot use the help center ticket form.

    All this together it is not bringing a good image of the overall solution to our own agents. They find the way to create ticket in the Zendesk agent interface, but this is not always clear and they also do quite some mistakes (e.g. choose the wrong Brand, Form, etc).

    Moreover, admins and developers are also struggling to test the form, unless that they execute a specific sequence of steps in order to open it in "preview" mode. This becomes even harder when the theme is retrieved from Github (it is possible to preview but with a very interesting and not friendly workaround, or the connection with Github is broken = edit code).

    This functionality should be part of the standard and for me it is incredible that there was no feedback from the product development team after 5 years, almost 100 votes and more than 100 comments on this topic.

    We will continue struggling with this but I am not sure for how long. As soon as we introduce more brands within the same Zendesk and there are more and more agents, then the problem is bigger.

    I really hope that there is a solution for this issue soon and this functionality becomes available, otherwise I would personally think that there is no interest from Zendesk on the further development  of Guide and the ticket form functionality, which we are extensively using in our organization.

    Thanks!

    3

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