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Kristina King
Joined Apr 16, 2021
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Last activity Oct 16, 2021
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Latest activity by Kristina King
Kristina King commented,
I have another question on this based on the article. "Limited view for Agent interactions with ticket forms and ticket fields
When an agent enters a request, they are only able to use ticket forms that are available to end users, (Agent only ticket forms are not available). The agent will only see the fields that are required for the end user when filling out the request form."
So does this mean there is no way for Light Agents to access forms unless they do so as Support agents? There is no way to access agent-only forms from the Guide? I just enabled the setting but I don't see those forms in the drop-down.
I also tried to access a specific agent-only form via URL (https://jamasoftware.zendesk.com/hc/en-us/requests/new?ticket_form_id=360001339731), and while it took me to guide instead of Agent view, it didn't take me to the form. What am I doing wrong?
View comment · Posted Feb 04, 2021 · Kristina King
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Kristina King commented,
Hello! I was directed here from another thread where I was trying to find a way Light Agents could see non end-user forms without having to open a new ticket as an agent and choose the type from there.
Ticket permissions and multi-department awareness An agent who submits a request in Guide can easily find their ticket when they are logged into Support, because tickets submitted through a request form in Guide are accessible in the ticket interface in Support.
How do agents tell if they're logged into Guide vs. Support? I don't want to end up confusing internal folks who don't use Zendesk regularly.
View comment · Posted Feb 01, 2021 · Kristina King
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Kristina King commented,
@... is there a way to create a URL that takes a light agent directly to a form? Whenever I try the route presented in this article, it loads the agent dashboard and not a new ticket form. I am trying to enable some light agents to open a ticket for an agent to pick up and I don't want them to have to work too hard at it. (I need Account Managers to be able to fill out an Escalation Form, which I don't want visible to customer end-users.)
View comment · Posted Jan 30, 2021 · Kristina King
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