Add Submit A Request for Agents

Completed

111 Comments

  • 井上 恵理

    Our company need this desperately...

    Purpose is:
    1. Internal department wants to get tickets from employees who are agents 

    We are using zendesk for internal helpdesk, and have multiple ticket forms for different purpose.
    So an agent for one subject is very likely an end-user for another.
    It is much friendly if they can submit tickets from the same interface as end-users.
    And easier to make ticket request manuals for me.

    In addition, we have a couple customs in the help-center form to generate the ticket title and description based on the selected custom fields.  This does not work in the Support interface, so our agents must do this by hand.

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  • Mike Ryan

    Our use case for this is simple - our staff need to be able to submit the same requests as our customers in an easy to use manner. 

    We want to be able to direct our staff to a single page where they can choose the nature of their request and fill out the fields to submit the form. The help centre page is much cleaner and simpler than logging it from inside Zendesk.

    I can't think of any valid reason to not have this as an option. It would make a huge difference to simplifying workflows and making life easier for everyone.

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  • Thomas Verschoren
    Community Moderator

    If you open a browser console and ask it to print 

    HelpCenter.user.role

    it'll show you agent or manager when you're logged in as an Agent, end_user as a regular user.

    My thought: let's override this property in javascript so the system loads end_user behaviour.

    I've gotten it that the parameter prints end_user, but the page loads it's content before my code is called so it doesn't change its behaviour.

     

    If any better javascript developers are reading this, feel free to correct my code.

    Theoretically, if we overrule the HelpCenter.user.role, the site thinks your an end user and the form should load:

    $(function() {
    console.log(HelpCenter.user.role); //prints Agent or Manager
    HelpCenter.user.role = "end_user"; //override parameter
    console.log(HelpCenter.user.role); //check if it worked
    });
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  • Thomas D'Hoe
    Community Moderator

    Hi,

    Totally agree with that.

    When using Zendesk for Internal services it's a MUST that agents can access the ticketforms in the helpcenter.

    By example, we have a contact form for making "Business cards". So this form is used by end-users , Agents and Light agents.

    The same issue when you use contact forms for HR.. 

    I think this make sence? ...

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  • support

    This would be very beneficial for my company as well. We have started using Zendesk for a place where our employees can submit different types of requests, which then gets assigned to a "light agent". The light agents, who are our managers, will also have a need to submit tickets to the main "HR" Admin in the system. 

    Maybe implementing a switch role type functionality? 

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  • Diego Soffia

    @Benjamin

    the most important use case is:

    "1. Internal department wants to get tickets from employees who are agents"

    Thank you.

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  • John Doe

    Thank you Benjamin ! This is great news.

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  • Joanne Cooper

    Is there any update regarding this?

    We are new customers and use Zendesk for internal customers only, this means that in some cases our agents need to report tickets as an end user.

    Currently these users need to email in the request instead of using the portal where we have/planning to configure custom forms to improve our workflow and internal processes.

    Just having the submit a request button to be available for any logged in user (not just anonymous our end-user) would be useful.

     

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  • Marissa Zugec

    Sending in my vote on this- my use case is the same as all others mentioned- we need to allow internal staff to submit tickets - viewed as the end user. 

     

     

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  • Nicole Saunders
    Zendesk Community Team

    Thanks for adding your voice, Marissa.

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  • Jessi Volaric

    Adding my upvote --> Internal department wants to get tickets from employees who are agents

    Is there any update on this functionality?

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  • Mario Costa

    +1 for:

    allow internal staff to submit tickets - viewed as the end user

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  • Nicole Saunders
    Zendesk Community Team

    Jessi - no updates. It's not something the product team has picked up at this point in time. 

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  • Anders Vännman

    In our organisation we have different groups - and one member of another group really needs to be able to submit ticket forms regarding IT - support. But since he is an agent he cant. So.. im one of all those who needs this feature.

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  • Nicole Saunders
    Zendesk Community Team

    Thanks, Au.

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  • Jason Paterson

    We started using Zendesk for our IT team, taking tickets from the company. We have since added more departments (like our call center) in to Zendesk. At this point we want to move to Help Center, but if these agents and light agents cannot submit tickets through it, there's not a lot of point. I'll be forced to look at developing an external web form that submits tickets via the API, or asking if I can create a secondary instance so our IT team can accept tickets from non-IT staff. 

    +1 to allowing Administrators/Team Leads/Agents/Light Agents to also submit tickets. 

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  • Naomi Watnick

    +1

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  • Eliav Kadosh

    Another +1 from me. Reiterating what everyone else said - internal departments need to follow a specific ticket format and submitting using the form automatically formats it properly.

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  • Michelle McDowell

    I agree!  We have several staff that are agents for specific use cases but would benefit greatly by being able to submit other tickets through Guide.  Please implement an enhancement!!!  

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  • Jonathan March
    Community Moderator

    On Aug 19 they said "within a few months". Given the realities of software development, I would not expect anything more precise until it's almost ready to roll out. (I agree, this would remove a big obstacle for us too!)

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  • Alfredo Navarro

    Hello Zendesk team,

    I am very happy to hear that this functionality made it to the roadmap, we are definitely looking forward to it. Any idea about timelines? QX 2021?

    Thanks and regards, Alfredo

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