Enabling agents to access request forms

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<p id="docs-hc-snippet" style="display: none;">By default, agents can't use the help center to submit or comment on tickets. Instead, if an agent clicks a link to a ticket form or clicks a ticket in My activities, they are redirected to the agent interface. However, you can enable agents to submit requests and comment on them through the help center. This flow is typically useful in multi-brand or multi-department use cases where an agent may also be an end user. For example, an agent in one department may use a ticket form to request help from another department.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Enable agents to submit and comment on requests through the help center, useful for multi-department scenarios where agents act as end users. Agents can access only ticket forms and fields editable or visible to end users. Limitations include light agents' internal comments, inability to mark tickets as solved or reopen solved tickets with comments, and no ticket rating by agents.</p>
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<div class="body">

<p class="p">By default, agents can't use the help center to submit or comment on tickets. Instead, if an
agent clicks a link to a ticket form or clicks a ticket in My activities, they are
redirected to the agent interface. However, you can enable agents to submit requests and
comment on them through the help center. This flow is typically useful in multi-brand or
multi-department use cases where an agent may also be an end user. For example, an agent
in one department may use a ticket form to request help from another department.</p>
<p class="p">This article covers the following topics:</p>
<ul class="ul" id="topic_bkg_hnt_fnb__ul_dhs_43n_gnb">
<li class="li"><a class="xref" href="#topic_mv1_vjn_gnb">Enabling access to request
forms</a></li>
<li class="li"><a class="xref" href="#topic_oj1_wjn_gnb">Key information for managing
requests</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_mv1_vjn_gnb">
<h2 class="title topictitle2" id="ariaid-title2">Enabling access to request forms</h2>
<div class="body">
<p class="p">Streamline your workflow by allowing agents to submit requests and comment on them
directly through your help center. You may want to turn on this setting if you've
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10702126155674" target="_blank">restricted agent access on tickets where they're
the requester</a>.</p>
<p class="p"><strong class="ph b">To allow agents to manage requests through the help center</strong></p>
<ol class="ol" id="topic_mv1_vjn_gnb__ol_dwp_cc1_54b">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Settings</strong> (<img class="image" id="topic_mv1_vjn_gnb__d8e85" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_settings.png">) in the sidebar.</span></li>
<li class="li">Select <strong class="ph b">Help center settings</strong>.</li>
<li class="li">Select the check box to<strong class="ph b"> Enable agents to manage requests from your help
center</strong>.<p class="p"><img alt="Agent management requests" class="image img-screenshot" id="topic_mv1_vjn_gnb__image_ryq_vc1_54b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_agents_manage_requests.png" width="500"></p>
</li>
<li class="li">If you have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828794778" target="_blank">multiple help centers</a>, use the brand
drop down menu in the top left corner to switch between the brands and
select which help center to apply the setting to.</li>
<li class="li">Click <strong class="ph b">Update</strong> to save your changes.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_oj1_wjn_gnb">
<h2 class="title topictitle2" id="ariaid-title3"><strong class="ph b">Key information for managing requests</strong></h2>
<div class="body">
<p class="p">The agent interface is a powerful system, but for the average requester, submitting
ticket forms and using the help center is a simpler experience. There are also a few
limitations to the feature regarding the following:</p>
<ul class="ul" id="topic_oj1_wjn_gnb__ul_e5p_vb1_54b">
<li class="li">
<p class="p">Ticket form limitation for light agents</p>
<p class="p">Light agents can submit tickets through a request form, but the tickets are
filled out as internal comments, which means it is not visible in the
request portal. Subsequent comments to the tickets are also posted as
internal notes and are not visible to light agents.</p>
</li>
<li class="li">
<p class="p">Ticket permissions and multi-department awareness</p>
<div class="p">An agent who submits a request can easily find their ticket when they are
logged into Support, because tickets submitted through a request form are
accessible in the ticket interface.<div class="note">
<span class="notetitle">Note:</span> For multi-department (multiple
groups), use cases that host, for example HR or other departments that
handle sensitive information, remember that the submitting agent has
access to all conversations on their ticket, (including internal
conversations).</div>
</div>
</li>
<li class="li">
<p class="p">Limited view for agent interactions with ticket forms and ticket fields</p>
<p class="p">When an agent attempts to submit a request from the help center, only ticket
forms that are <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882701338?option=2" target="_blank">Editable for end users</a> appear in
the list of available forms that the agent can use. In addition, these
ticket forms will only include ticket fields that are <strong class="ph b">Editable for end
users</strong> or <strong class="ph b">Read-only for end users</strong>. Ticket forms and ticket
fields that are <strong class="ph b">Agent only</strong> don’t appear in the help center. To view
these settings, go to <strong class="ph b">Manage &gt; Ticket Forms</strong> or <strong class="ph b">Manage &gt;
Ticket Fields</strong>, and then open a ticket form or ticket field for
editing. </p>
<p class="p" id="topic_oj1_wjn_gnb__p_i44_4sb_bqb">Agents cannot submit a request via the help center or the
Web Widget (Classic) if the ticket form includes conditional ticket fields
that are required for agents that aren’t also required for end users.
Submission will fail when the agent attempts to submit the request. This
only happens with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846008218#topic_ijq_45k_1jb" target="_blank">required conditional ticket fields</a>
and not with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846008218#topic_x2s_g5k_1jb" target="_blank">other types of required ticket
fields</a>.</p>
</li>
<li class="li">
<p class="p">Agents can’t mark a ticket as solved</p>
<p class="p">Agents and Light agents can't change a ticket to “Mark as solved” from the
help center, this is done in Support. However you can enable agents to
manage requests.</p>
</li>
<li class="li">
<p class="p">Agents can’t reopen solved tickets with a comment</p>
<p class="p">If an end user comments on a ticket that has been solved from the request
page, the ticket automatically reopens. However the ticket does not
automatically reopen when an agent or light agent submits a comment to a
solved ticket (the comment is submitted and added to the thread as a
comment).</p>
</li>
<li class="li">
<p class="p">Agents can't rate tickets</p>
<p class="p">Only end users can submit satisfaction ratings to tickets. </p>
</li>
</ul>
</div>
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