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Feature Request: support pre-filled ticket forms when using SSO
Planeado
Publicado 09 may 2023
Feature Request Summary:
Zendesk should support using pre-filled ticket forms when using SSO.
Description/Use Cases:
Currently, if you're using SSO for customer login, you won't be able to use pre-filled ticket forms. The parameters are lost when the customer returns to Zendesk. See these posts for more info:
- https://support.zendesk.com/hc/en-us/articles/5547458416794-Pre-filled-ticket-fields-are-removed-after-logging-in-with-SSO
- https://support.zendesk.com/hc/en-us/community/posts/4703281675418-Pre-filling-ticket-forms-doesn-t-work-well-with-logged-out-users-and-SSO
Business impact of limitation or missing feature:
We use pre-filled ticket forms to help guide customers to use standardized form selections that allow us to easily prioritize, route, and report on specific issue types. Not being able to do so creates more manual work for agents to categorize and update these tickets as needed. It also creates more work for customers to have to fill in those fields manually that we could otherwise default for them.
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1 comentario
Gorka Cardona-Lauridsen
Hey Alan, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
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