Jeff Seed

I'll provide some additional information on our use case and why this is critical for us.

We are a District-level college IT department that initially implemented Zendesk as our ticketing system and had the desire to roll it out to our other district as well as college-level departments as a standard for ticketing systems.  We have a single instance where other departments are added into groups (to keep tickets and queues separate, but connected).  

The problem was introduced when we added a new agents in another department and they would like to submit a ticket to a different department; the form in the agent view is not practical or friendly for some of our more complicated forms when the agent is unfamiliar.  After stalling our roll-out for several months to come up with a viable solution we were settled on a 3rd party product that used the Zendesk API to submit tickets.  We found it very disappointing that this functionality was not even on the roadmap for such a mature support product with so many features.

If anyone else is interested in our workaround.. we have rebuilt our forms with the 3rd party product "Form Stack" and integrated them using the Zendesk API.  We then added some code to the Help Center main page to add buttons linking to the different support forms and disabled the built-in ticket form option for users.  While we didn't want to have to do this, it has been working well for us...  We now have a consistent experience for agents as well as end users to submit service tickets to any department within our instance.

I just wanted to add myself to this list.  We are wanting to roll Zendesk out to different departments in our organization, but having our ticket forms unavailable to new agents in different departments is a major hindrance.