Anders Honoré

+1.  Sometimes, the customer needs to bring in a certain user on a ticket that doesn't exist in our zendesk and the right solution to that is not to first ask to have them added to zendesk so they can be cc'ed, create the ticket with user on cc, then removed from zendesk again afterwards because that user isn't meant to have access to zendesk in general.

Hi, 

It is not clear to me what steps are needed from that documentation?

How would I import my 

https://mysubdomain.zendesk.com/hc/en-us/requests/new?tf_description=Line 1
Line 2" target="_self">Link

link into the theme as a template? Or do I edit 

somehow to include the extended url?

Or edit new_request_page.hbs to have this pre-filled information?

Please advise.