Hello everyone,
I would like to share a product feedback and check whether other Zendesk users face a similar need.
We use Zendesk in a B2B and enterprise After Sales context, where the Help Center is accessed by:
- external customers (end users) and
- internal teams (agents and light agents)
Current behavior
In the Help Center “Submit a request” page:
- only request forms marked as “visible to end users” are shown
- forms marked as “agents only” are never visible in the Help Center, even when agents or light agents are logged in
- there is no native way to show different sets of request forms based on user role.
Zendesk Support confirmed that this behavior is by design.
Use case
In structured B2B organizations, internal teams often need to submit internal requests (cross-team, operational, After Sales, Service, etc.) using a standardized and auditable process, without:
- granting full access to the Agent Workspace to all teams
- exposing internal request forms to external customers.
Being able to configure role-based visibility of Help Center request forms (for example: end users vs agents/light agents) would allow:
- a single, consistent intake process
- better governance and compliance
- reduced risk of customers accessing internal-only forms.
Feedback / feature request
We believe that role-based request form visibility in the Help Center would be a valuable enhancement, especially for:
- B2B and industrial environments
- organizations using Zendesk beyond classic customer support
- internal service and After Sales workflows.
I would be interested to hear if other users face the same limitation and have similar need.
