An update to the “Forms” to be able to create “Service Requests” as opposed to “Incidents” would make Zendesk more of a complete ITSM system. It seems like it would be a small change that would make a huge improvement for the platform. Having two separate ticket types for SLA and routing would bring Zendesk more in line with other platforms. Also, a services page similar to the existing Help Center, that can display the service requests by category. It seems like Zendesk is geared toward external customer support, which I believe would still benefit from this change, but many companies use it for internal support, which is where this would be a big improvement.
Accepted
Service Request Catalog
I agree with this 100% this would really compete against Service NOW and greatly reduce time to inform appropriate teams/route tickets.
Looks like this is now in the Early Access Program (EAP).
Announcing Service catalog EAP – Zendesk help
- Community Manager
Thanks for sharing Andre! Yes, this EAP is available to customers to participate.
- Community Manager
Hey Shellie, please go ahead and visit the EAP Announcement and navigate to the "What do I need to do" section. There are instructions there. Thank you!
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Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!