Using Zendesk to provide catered support to high touch clients


  • Ahmed Zaid
    User Group Leader Community Moderator

    Hi Frank,

    Perhaps you can utilise your domain and create subdomains for each of your high touch clients. Then, you can configure the DNS records to redirect them to pre-filled form. Your domain registrar or IT admin can help you with that. For example: >> redirects to >> Inc Ticket&ticket_form_id=123456789&tf_12345=monsters_inc

    Where the above link selects a specific form with id 123456789, sets the ticket subject to "Monsters Inc Ticket", and sets a custom field id 12345 to "monsters_inc"

    You can read more about prefilling ticket forms here. Hope that helps.

  • Gab Guinto
    Zendesk Customer Care
    Thanks for the recommendation, Ahmed!

    Hi Frank! You can explore a workaround similar to Ahmed's suggestion. Alternatively, you may also Explore multibranding – you can create a separate brand and Help Center for you high touch clients, and then have some of your pages/subdomain redirect to that particular Help Center brand. These users will be able to login to the branded Help Center, submit tickets and manage their requests from there.

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