Kristin Woodard

Rebecca,

With the new "Guide Manager" permissions in the agent profile toggled on, you can now allow your agents to view the forms in the guide using the url switch "preview_as_role=end_user" without having to make them a full admin of the site.

Example hyperlink:

https://{your domain here}.zendesk.com/hc/en-us/requests/new?preview_as_role=end_user&ticket_form_id=388068

The ticket form id is only necessary if you have multiple forms capability.

It would be nice to have the functionality without the switch, but, we are running and stable using the above workaround now.

Daniel has a great point! For those that do not use conditional fields in their forms, the web widget is a completely viable option! Unfortunately, we use conditional fields heavily in order to make our forms easy to use for our end users while still collecting the exact information necessary to fufill the request. Had the web widget included conditional fields functionality I would have encorporated the web widget into our support arsenal immediately.

Tyler,

Try adding the following to the top of your "New Request Page" in your portal. It's not pretty (a dialog will pop up asking if you really wanted to be re-directed) but at least it stops the agent re-direct.

I would still love to see a simple checkbox in the zendesk settings for companies to chose whether their agents are able to use the helpcenter forms or are forced to redirect. 

Hi folks,

I am following this thread since when I first began setting up my instance, I felt this would be a beneficial feature. While it would still be "handy" I have gone an alternate route for those folks who just need to be "notified" in certain instances, but do not need to comment in any way, or close and handle tickets. 

Alternate Route: Email Targets can be CC'd through automation: https://support.zendesk.com/hc/en-us/community/posts/203458476-How-to-email-ticket-info-automatically-to-Non-Agents 

You do not necessarily even need the macro portion if you do not want it.

Please note: This would be cumbersome if you had a lot of folks who need to be notified (in which case, i do recommend the light agents feature - that is what it is designed to do) In my case I have only 1. You could create a mail distro group if you needed to notify a group of people.

We have utilized the "Preview as role = end user" URL switch, however, it requires the agent to have admin status on our Zendesk Instance. This switch is actually referring to the preview state an agent can access when creating/modifying the html of the portal. I cannot feasibly make every agent an admin on the portal, it defeats the purpose of security settings.

We utilize Zendesk for more than just support requests. Users request equipment, mobile devices, etc through various Zendesk forms on our site. Many of our Agents are also managers who are expected to request equipment and devices on behalf of their employees. It is much more efficient to fill out a form rather than a ticket.

I would love to see this redirect to the agent interface when attempting to access a form as an option rather than a forced setting. This would allow Zendesk to serve the folks who would prefer not to be redirected and still maintain the feature for those who love it.

Chris, 

You can use /n (New Line) in your string. Please see the "try it" at W3 Schools (my favorite resource) http://www.w3schools.com/js/js_strings.asp the section on "escape characters" should help.

a more detailed example of multi line is in stack overflow: http://stackoverflow.com/questions/878573/java-multiline-string

Here, the string is composed of several lines using /n.

 I have used newline in one of my strings here:  

var descriptionstring1;
descriptionstring1 = '"Request Details: \n';

Then later in the sumbit function, added additional values to the string with more new line escapes:

descriptionstring1 = descriptionstring1 + FieldLable + " :: "+ FieldValue + "\n"+ "\n";

@ Christopher - the document submit is already part of the process coded by the Zendesk Platform, you are basically just "hijacking it" and performing an action when the process kicks off, just as you are when you add anything to the document ready process.

I ended up getting this to work using the following:

//Form Submit
$(document).submit(function() {
//only run on specific form
if (window.location.href == "https://southlandind.zendesk.com/hc/en-us/requests/new?preview_as_role=end_user&ticket_form_id=302947")
{
//set a string to equal the custom field value
var subjectstring1 = $("#request_custom_fields_41430027").val();
//set subject to equal a string including field value string
$('#request_subject').val("Equipment Request Recieved" + " - " + subjectstring1);
}
});
//End Form Submit

With Wes's info, plus this new find, I can "set", "hide" and "get the value" of custom fields in request forms. It almost feels like a super power.

@Wes - I am trying to go a step further, and set the subject line using one of the field values in the form on submit.

So far, I have gotten it to change the subject on submit, but I cannot get it to use the field value.

Please keep in mind, I am new to JS and may just have a formatting issue.

$(document).submit(function() {
if (window.location.href == "https://southlandind.zendesk.com/hc/en-us/requests/new?preview_as_role=end_user&ticket_form_id=302947")
{
var subjectstring1 = ('#request_custom_fields_41430027').val;
$('#request_subject').val("Equipment Request Recieved" + " - " + subjectstring1);
}
});

The bold areas in the above isn't correct. I am sure it is within this portion as everything works well when I set

subjectstring1 = "test";

Do you have any idea what I did wrong?

Wes, that is perfect! For those who might be trying to hide a required system field, remember that you will need to give it a value before hiding it! 

$('#request_subject').val("some subject here");
$('.request_subject').hide();
$('#request_description').val("some description here");
$('.request_description').hide();
$('.form-field label:contains("Attachments")').hide();
$('#upload-dropzone').hide();