Allow requestors to add emails to be CC'd on their support form request

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10 Comentários

  • Graeme Carmichael
    Community Moderator

    Lisa

    Just checking that I understand your request. There is an option within the ticket setting to allow end users to CC from the help centre.

    Hope that helps.

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  • Lisa

    Thank you Graeme Carmichael that was very helpful! When I was trying to search for this feature in the Zendesk Help Center I could not find it.

    Is there an additional step that needs to be taken after checking that box? I checked it and saved it, but when I checked our form there still is not a field for end-users to CC someone on the form?

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  • Graeme Carmichael
    Community Moderator

    Lisa

    if you assume the identity of an end user then visit your help centre, that should confirm that the field is present. 

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  • Lisa

    Hi Graeme Carmichael. I went to our submit form on an incognito browser, not logged in, just like an end-user would and the field is not there. Here is a link to our form: https://crowdblink.zendesk.com/hc/en-us/requests/new

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  • Graeme Carmichael
    Community Moderator

    Lisa

    Are you on a trial account? This feature is not available on trials.

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  • Lisa

    Graeme Carmichael No, we have been on a Professional Zendesk Suite membership for a few months now.

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  • Graeme Carmichael
    Community Moderator

    Lisa

    I am really sorry, but I am not sure why that would be.

    I would not expect to see the CC field added to the available options when editing your form. It is not a filed that you can move around like the others.

    But when I change the ticket settings to enable CC for end users, it appears on the help centre.

    You may have to refresh your browser before assuming the end user's identity. Or just log out of Zendesk, close your browser, then log back in, then assume the identiy.

     

     

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  • Lisa

    Graeme Carmichael I am accessing the form on an incognito browser so it's not cached. Can you please have someone else assist me? There is clearly an issue here that needs to be resolved, please.

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  • Graeme Carmichael
    Community Moderator

    Lisa

    One more thing. The end user has to be signed into your Zendesk to see the CC field.

    When I preview the Help Centre as an Anonymous user, the CC field is not visible.

    When I preview as an End User, it is visible.

    Does that help?

     

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  • Lisa

    Graeme Carmichael yes that detail helps.

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