Add Submit A Request for AgentsCompleted
On the forums page it would be great if submit a request was there for agents as well as end users.
Agents for us can be our customers, we have now started using ticket forms and it would be great if agents could use these the same way an end users can.
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.
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.
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.
5 years later..
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.
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.
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.
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
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....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!
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.
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.
Just wanted to let you know that, this feature request has finally made it onto our roadmap and we expect within a few months to enable you to enable your agents to use the request form and the request page the same way end users can.
+1 glad to see this is finally on the product roadmap. Like others we have non-technical agents for sub-systems and we need them to have the ability to enter IT tickets like end users.
I hope this rollout happens sooner than later.
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.
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!!!
Hi, Please can I get an update on when this will be activated? We now have a business-critical use case for this, the workarounds are not a good enough solution.
We have created an internal help center with forms that agents will need to fill out to contact specific other teams who are also on Zendesk.
Please fix this!
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!)
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
Just in case anyone didn't see the official comment posted by the product manager at the top of the thread, we are excited to share that we are now rolling out a new feature to solve for the challenges presented here:
Agents managing requests via Customer Portal
This feature will be rolling out to accounts over several days, and we expect the rollout to be completed by October 14.
For more details on this feature, please see the official documentation here.
Thank you all for sharing your feedback and helping to make Zendesk's tools better. This thread will now be closed for comments; if you have feedback on this feature, please post to Feedback on Guide.
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