Feature Request: Enable Default Form Selection for End Users

Summary: We request the addition of a feature that allows end users to select a specific help center form as their "default" form. This default form should be preselected whenever they click to submit a request. Additionally, agents should be able to see and change this default form in the agent workspace. The default form setting should also be usable in triggers and automations to update accordingly based on certain actions. Administrators should have the option to choose if the default form is used for agent-initiated tickets as well.

Description: The proposed feature would provide the following functionalities:

1. Default Form Selection for End Users:
   • End users can select a specific help center form as their default form.
   • Whenever they click to submit a request, the default form is preselected, streamlining the submission process.
2. Visibility and Editability for Agents:
   • Agents can view and change the default form for end users within the agent workspace.
   • This ensures that agents can assist users in selecting the most appropriate form for their needs.
3. Integration with Triggers and Automations:
   • The default form setting should be available for use in triggers and automations.
   • This allows for dynamic updates to the default form based on specific actions or conditions, enhancing workflow automation.
4. Administrator Control for Agent-Initiated Tickets:
   • Administrators should have the option to choose if the default form is used for agent-initiated tickets.
   • This provides flexibility in ensuring that the correct form is used for tickets created by agents on behalf of end users.

Use Case: Our end users often submit requests using specific forms tailored to their needs. Allowing them to set a default form will save time and reduce the likelihood of selecting the wrong form. Additionally, agents need the ability to view and update the default form to provide better support. Integrating this setting with triggers and automations will enable more efficient and responsive workflows. Administrators having control over whether the default form is used for agent-initiated tickets ensures consistency and accuracy in ticket creation.

Community Feedback: This feature request addresses a common need among Zendesk users for a more personalized and efficient support experience. Enhancing the help center with default form selection will improve user satisfaction and streamline the request submission process.

Conclusion: Implementing the ability for end users to select a default form, with visibility and editability for agents, integration with triggers and automations, and administrator control for agent-initiated tickets, will significantly enhance the support experience. We strongly urge Zendesk to consider this feature request to better support its user base.