Add Submit A Request for Agents

I used the URL that includes preview_as_role=end_user, however a logged in agent hits that link and gets redirected to the internal agent form instead. I am having a hard time understanding why hiding the external-facing Ticket Form is a good idea or a feature... we've got office admins that are agents who fulfill office supply requests who at times also need to submit IT Support tickets. Submitting through the agent interface is a little awkward, and also creating tickets there does not enforce required field rules.

I would also like to see this implemented. For us and for our customers who we consult about Zendesk, the possibility to use Help Center form would be welcome. Light agents participate in end customer support usually by email and are not familiar with Zendesk agent user interface. They are also customers for internal IT support and other internal support services. It seems quite unnecessary that they need to use Zendesk agent interface in this case, as more convenient form exists. 

In addition to in some cases customers have multiple brands with multiple forms for each brand. In this case there is a cost for both, and agent interface usability is low. Light agents should be first able understand to select brand, and still the form selection is not filtered, so there can be similar forms to select from, which does not make it any easier.

Does anyone have a workaround for light agents (other than advising them not to log in in internal IT Help Center)?

@Claire Can you share how you did your iframe?

@FernandoDuarte there is an app for it:

https://www.zendesk.com/apps/iframe/

We have utilized the "Preview as role = end user" URL switch, however, it requires the agent to have admin status on our Zendesk Instance. This switch is actually referring to the preview state an agent can access when creating/modifying the html of the portal. I cannot feasibly make every agent an admin on the portal, it defeats the purpose of security settings.

We utilize Zendesk for more than just support requests. Users request equipment, mobile devices, etc through various Zendesk forms on our site. Many of our Agents are also managers who are expected to request equipment and devices on behalf of their employees. It is much more efficient to fill out a form rather than a ticket.

I would love to see this redirect to the agent interface when attempting to access a form as an option rather than a forced setting. This would allow Zendesk to serve the folks who would prefer not to be redirected and still maintain the feature for those who love it.

Very disappointing to see the new Zendesk Guide rebrand come through while ignoring this feature requests. This seems like a very obvious interaction that should exist by default, allowing Agents to determine the best method of submitting requests for their workflow. 

The inability for agents to use forms is a huge hurdle when using conditional fields.  We have complex forms to handle requests and reports that both end users and 30% of our agents need to use.  Additionally with SSO and company computers we can't just ask agents to logout.

Without the ability to access the forms it makes it very difficult for many.  Zendesk please just add this as a setting in agent roles.

We're in the same boat here. We use Zendesk for internal support and have a need to allow our agents to be able to submit tickets through the Guide.

Tyler,

Try adding the following to the top of your "New Request Page" in your portal. It's not pretty (a dialog will pop up asking if you really wanted to be re-directed) but at least it stops the agent re-direct.

<script language="JavaScript" type="text/javascript">
//<![CDATA[
window.onbeforeunload = function(){
return 'Are you sure you want to leave?';
};
//]]>
</script>

I would still love to see a simple checkbox in the zendesk settings for companies to chose whether their agents are able to use the helpcenter forms or are forced to redirect.