Add Submit A Request for Agents

Did anyone ever write a means to do this?  I would agree that this would make teaching our Light Agents how to use Zendesk simpler, too.

H Drew. I haven't seen anything or found a ready-made solution. We didn't plan on teaching to use Zendesk for our Light Agents which are just consulting employees either. 

My realization is that HC doesn't seem to be built for agents to use at all: 
- 'My Activites' redirect to Zendesk UI
- there is no way to submit tickets through HC
- HC doesnt handle internal comments

So I guess we have to think again. 

We would love for agents to be able to use Help Centre forms.  Over a quarter of our company are either agents or light agents so teaching them how to use forms away from Help Centre is just an extra step we dont need

Agents can also submit tickets from within the agent interface without filling in all information.  If they use Help Centre, all fields must be filled in before submitting which is what we are trying to ensure

Is this on the roadmap at all?

Hey all,

Just wanted to quickly chime in here. I do know there are use cases here where agents sometimes serve as both agents and customers (especially when used for internal teams). While we're aware of this request and understand the need, I also want to be up-front and let you know that improving Zendesk for this particular use case is not on the roadmap at this time.

That being said, we'll keep this thread open so others with the same need can continue the conversation. It is, of course, possible that we might change our stance on this in the future.

Best,
Erin

Having the ability to access forms from the New Request page as an agent would also allow us to test conditional field form configurations prior to publishing them for end-users. We're able to set forms to Agent-Only, and make the configurations behind the scenes, but there's currently no way to test that the configuration is working without publishing the form to our customers. We're currently developing some complex forms, with integrations to PagerDuty, that we really need to be able to test prior to pushing to production. Currently the only solution is to set everything up in a sandbox, but as we all know Zendesk sandboxes can't push configuration changes to production, so you're effectively doing all of the work twice, and migrating the configuration introduces the possibility of errors occurring even after you've validated. The whole point of validating ahead of time is to avoid this, and this would be a simple solution.

Hi Erin,

First of all, I'd like to thank you for chiming in on this thread. The need in theory should be as simple as adding (or updating a permissions setting on the back end), since the button and functionality already exists.

Our use case is that we have employees who are non-technical, that are required to do a small task in congruency with our tickets, and then reply that their bit has been done. Since they are non-technical, they do not need the full agent view when they submit their own requests, although, having both views for them will greatly help on the learning curve.

By having this functionality, we'd get more corporate buy-in on the platform, and enable the organization to increase our agent count. Please consider this when evaluating the cost for man-hours vs. user-friendliness and total potential revenue.

Cheers,

 ~Wez

After much digging around, we have been given this by our ZD AM

https://yourcompany.zendesk.com/hc/en-us/requests/new?ticket_form_id=?????;preview_as_role=end_user

where ????? is the form id

Not sure why nobody else at ZD knew about this though?

Thanks Fabian - I've been looking/asking for this for a long time!!

I second the "Thank You!" A very helpful tidbit!

Thanks Fabian Bellino! 

I have created an i-frame and popped the link to the agent "submit a request" view so they can submit from within the portal.