We support both internal and external customers in a multibrand instance. Some of our Zendesk licensees may use the web widget of other applications currently supported in our Zendesk instance to submit tickets. When this occurs, if the field has conditional requirements for agents, instead of throwing the customer facing error that guides them to fill in the incomplete fields, there is a blanket cannot submit error. This is not helpful to the Zendesk licensee to know which fields to complete within the web widget form.
Business Need: To have automatic helpful error messages present on web widget conditional fields for both customers and licensed Zendesk support agents.
Business Impact: This leads to frustration/confusion of our Zendesk licensees who are customers of other applications. There is an expectation that they can submit tickets through the many Zendesk channels as needed.
Current workaround: We need to instill tribal knowledge and additional training to not have any agents, testers, or upper management to submit tickets through the web widget contact form and to email those instead.
Thank you for considering this request.
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