Submitting and tracking requests in the help center Customer Portal

<body>
<p id="docs-hc-snippet" style="display: none;">The help center offers the option for end users to submit requests by default. End users who submit requests can also manage their support requests in thecustomer portal. Depending on your account configuration, end users can either view their requestsacross all brandsin the Customer Portal or only requests associated with the brand's help center they're currently logged into.</p>
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<p id="docs-ai-summary-content">You can submit support requests, track open and solved tickets, add comments or CCs, reopen solved requests with a follow-up, and send CSAT feedback. The customer portal also lets you view request status, filter and search by ticket fields, manage requests for shared organizations, and submit service catalog requests with more details for faster resolution.</p>
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<div class="body">

<p class="p">The help center offers the option for end users to submit requests by default. End users who
submit requests can also manage their support requests in the <a class="xref" href="https://www.zendesk.com/guide/features/customer-portal-software/" target="_blank">customer portal</a>. Depending on your account configuration, end users
can either view their requests <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9319604460826" target="_blank">across all brands</a> in the Customer Portal or only requests associated
with the brand's help center they're currently logged into.</p>
<p class="p">The help center may not offer the option to submit support requests depending on how it's set
up. This article describes the default options for submitting and tracking requests
in the customer portal without any customization.</p>
<div class="p">Topics covered in this article:<ul class="ul" id="topic_fdy_cqd_yy__ul_slc_4qd_yy">
<li class="li"><a class="xref" href="#topic_hgd_mqd_yy">Submitting a support request</a></li>
<li class="li"><a class="xref" href="#topic_afk_cfk_cgc">Updating your support requests</a></li>
<li class="li"><a class="xref" href="#topic_zhh_w2k_cgc">Viewing and tracking your support and
service requests</a></li>
<li class="li"><a class="xref" href="#topic_bhd_mqd_yy">Marking a request as solved</a></li>
<li class="li"><a class="xref" href="#topic_dhd_mqd_yy">Creating a follow-up to a solved request</a></li>
<li class="li"><a class="xref" href="#topic_rpc_ygy_ycc">Submitting CSAT for your
ticket</a></li>
<li class="li"><a class="xref" href="#topic_ijj_s2k_cgc">Viewing the service catalog and submitting
service requests</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hgd_mqd_yy">
<h2 class="title topictitle2" id="ariaid-title2">Submitting a support request</h2>
<div class="body">
<p class="p">You can submit requests using the <em class="ph i">support request form</em> (or <em class="ph i">web form</em>) on your
help center. Depending on how your help center is set up, users may or may not be required
to sign in to submit support requests in your help center.</p>
<p class="p">The support request form may contain more fields than those described in this section. It
depends on how the help center is set up. You can't remove any of the default fields on the
submit request form; however, you can set up single sign-on (SSO), so users will
automatically be signed-in to your help center and will not have to enter their email in the
form. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883587226" target="_blank">Single sign-on options in Zendesk</a> for more
information on SSO.</p>
<p class="p">To submit a service request in the service catalog, instead of a support request, see <a class="xref" href="#topic_ijj_s2k_cgc">Viewing the service catalog and submitting service
requests</a>.</p>
<p class="p"><strong class="ph b">To submit a support request in the help center</strong></p>
<ol class="ol" id="topic_hgd_mqd_yy__ol_igd_mqd_yy">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_dzz_4wn_s2c" target="_blank">help center</a>, click <strong class="ph b">Submit a request</strong> at the
top of the page.</li>
<li class="li">If the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843795482#topic_x3t_4p5_cq" target="_blank"><strong class="ph b">CC</strong> option is enabled</a> for the help center
and you are signed in, you can add an email address to copy a user on the ticket.<p class="p">To
copy multiple users, use a comma to separate each email address. </p>
</li>
<li class="li">Enter a subject and description of the problem.<div class="p">As you enter a subject, a list of
suggested articles in the knowledge base appears. You can click one of the articles
instead of submitting the request. Encouraging end users to look for answers in the
knowledge base can deflect tickets.<div class="note note" id="topic_hgd_mqd_yy__note_pnl_ryq_x3c">
<span class="notetitle">Note:</span> Suggested articles are
enabled by default. You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844090522" target="_blank">disable suggested articles in your theme settings</a>.
</div>
</div>
<p class="p"><img class="image" id="topic_hgd_mqd_yy__image_ryh_pf5_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Guide-Suggested+Articles.png" width="450"></p>
</li>
<li class="li">If you belong to multiple organizations, select the organization for this support
request.</li>
<li class="li">Add any attachments.<p class="p">The file size limit is 50 MB.</p>
</li>
<li class="li">Click <strong class="ph b">Submit</strong>. <p class="p"><img class="image img-screenshot" id="topic_hgd_mqd_yy__image_jgd_mqd_yy" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/hc_request_form.png" width="500"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_afk_cfk_cgc">
<h2 class="title topictitle2" id="ariaid-title3">Updating your support requests</h2>
<div class="body">
<div class="p">There are two ways you can update your support requests:<ul class="ul" id="topic_afk_cfk_cgc__ul_a5l_lfk_cgc">
<li class="li"><a class="xref" href="#topic_kgd_mqd_yy">Updating a support request by email</a></li>
<li class="li"><a class="xref" href="#topic_ngd_mqd_yy">Updating a support request in the
customer portal</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_kgd_mqd_yy">
<h3 class="title topictitle3" id="ariaid-title4">Updating a support request by email</h3>
<div class="body">
<p class="p">You can update an existing support request ticket with a comment by email. </p>
<p class="p">Your email must reference an existing ticket ID, using the proper syntax, in plain text.
You must have permission to update the ticket, either as the ticket requester, a CC on the
ticket, or a member of a shared organization for the ticket.</p>
<div class="p">
<strong class="ph b">To update an existing support request by email</strong><ol class="ol" id="topic_kgd_mqd_yy__ol_lgd_mqd_yy">
<li class="li">In your email client, create a new email message or forward an existing email.<p class="p">The
email is sent to the support team. The subject can be anything you want.</p>
</li>
<li class="li">At the top of body of the email, enter the ticket ID for an existing support request
using the following syntax: <div class="p">
<pre class="pre codeblock"><code>#id <em class="ph i">ticketnumber</em></code></pre>
</div>
<p class="p">For example:</p>
<div class="p">
<pre class="pre codeblock"><code>#id 123456</code></pre>
</div>
</li>
<li class="li">Leave one blank line after the ticket ID.</li>
<li class="li">Enter the comment you want to add to the ticket after the blank line.<p class="p">Your email
should look something like this:</p>
<p class="p"><img class="image img-screenshot" id="topic_kgd_mqd_yy__image_mgd_mqd_yy" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/email_update_ticket_enduser.png"></p>
</li>
<li class="li">Send the email.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_ngd_mqd_yy">
<h3 class="title topictitle3" id="ariaid-title5">Updating a support request in the customer portal</h3>
<div class="body">
<p class="p">You can update any existing support request that is not closed with a comment. </p>
<p class="p">You can also add CCs (if enabled in the help center) to an existing support request. If
you belong to multiple organizations, you can also change the organization for a support
request when you view it in the help center.</p>
<p class="p"><strong class="ph b">To update an existing support request</strong></p>
<ol class="ol" id="topic_ngd_mqd_yy__ol_ogd_mqd_yy">
<li class="li">Click your profile icon on the upper-right side of any help center page and then click
<strong class="ph b">Requests</strong>. <p class="p"><img class="image img-screenshot" id="topic_ngd_mqd_yy__image_pgd_mqd_yy" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-profile-menu-24.png" width="150"></p>
By default, the
page displays all requests that you have submitted.<div class="note note" id="topic_ngd_mqd_yy__note_mqy_3mt_zzb">
<span class="notetitle">Note:</span> If you
are using an older version of the Copenhagen theme, this menu may look
different.</div>
</li>
<li class="li">Click the link for the request you want to update.</li>
<li class="li">Add a comment to update the request.</li>
<li class="li">(Optional) If the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843795482#topic_x3t_4p5_cq" target="_blank"><strong class="ph b">CC</strong> option is enabled</a> for the help center
and you are signed in, you can add an email address to copy a user on the ticket<p class="p">When
you add a CC to an existing ticket, you must also add a comment.</p>
</li>
<li class="li">(Optional) If you belong to multiple organizations, you can change the organization
for the support request.</li>
<li class="li">Click <strong class="ph b">Submit</strong>. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_zhh_w2k_cgc">
<h2 class="title topictitle2" id="ariaid-title6">Viewing and tracking your support and service requests</h2>
<div class="body">
<div class="p">You can track support requests, as well as any service catalog requests in help center, as
described in these sections:<ul class="ul" id="topic_zhh_w2k_cgc__ul_ypd_yfk_cgc">
<li class="li"><a class="xref" href="#topic_qgd_mqd_yy">Tracking your support and service
requests</a></li>
<li class="li"><a class="xref" href="#topic_vgd_mqd_yy">Tracking your organization's support
requests</a></li>
<li class="li"><a class="xref" href="#topic_il4_r4s_4hc">Filter options and behavior by field
type</a></li>
</ul>
</div>
<div class="p">
<div class="note note" id="topic_zhh_w2k_cgc__note_dgc_q5r_13c">
<span class="notetitle">Note:</span> AI-generated replies from AI agents on email, API, and web form
channels aren't visible to the customer when checking the request from the help
center.</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_qgd_mqd_yy">
<h3 class="title topictitle3" id="ariaid-title7">Tracking your support requests and service requests</h3>
<div class="body">
<p class="p">You can use the help center to track your support requests and service catalog
requests. Depending on the account <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9319604460826" target="_blank">configuration</a>, the list of your requests could reflect all requests for all brands or only those associated with the brand of the help center you're currently logged into.</p>
<p class="p"><strong class="ph b">To track your support requests and service requests</strong></p>
<ol class="ol" id="topic_qgd_mqd_yy__ol_rgd_mqd_yy">
<li class="li">Click your profile icon on the upper-right side of any help center page and then click
<strong class="ph b">Requests</strong>.<div class="note note" id="topic_qgd_mqd_yy__note_g1b_zdb_2fc">
<span class="notetitle">Note:</span> All of your email addresses must be
verified in order to display the Requests page. If you have an unverified email
address, you'll be prompted to verify it before you can continue.</div>
<p class="p"><img class="image img-screenshot" id="topic_qgd_mqd_yy__image_lgn_hvm_zzb" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/Guide-UserProfileLogin.png" width="150"></p>
By default, the
page displays all requests that you have submitted with the following
columns:<p class="p">Subject, ID, Created date, Updated date, Status, and
Requester.</p>
<p class="p"><img class="image img-screenshot" id="topic_qgd_mqd_yy__image_tgd_mqd_yy" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-requests.png" width="600"></p>
<p class="p">To show or
hide columns on the page, click the option button ( <img class="image" id="topic_qgd_mqd_yy__image_vy1_qgs_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and then either select or deselect the system and custom
fields that you want to view or hide, or click <strong class="ph b">See more columns</strong> to open a
separate window where you can show more columns. All fields available for selection
are specific to your selected brand and help center. All columns that are displayed in
the list of requests are also shown in the drop-down menu together with the six system
field columns.</p>
<p class="p"><img class="image" id="topic_qgd_mqd_yy__image_bns_hjs_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show+hide+req.png" width="300"></p>
<p class="p">To show custom fields to end users in the
new request list, the field permissions must be set to either <strong class="ph b">Customers can
edit</strong> or <strong class="ph b">Customers can view</strong>. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794#topic_ubz_ynk_xj" target="_blank">Adding custom fields to your ticket and support
request form</a>.<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883763866-Understanding-Zendesk-Support-user-roles#topic_nqx_cbp_cc" target="_blank">Team members</a> will be able to see fields that
have the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794-Adding-custom-fields-to-your-tickets-and-support-request-form#topic_ubz_ynk_xj" target="_blank">Agents can edit permission</a> as they would have
access to those fields in Agent workspace. This is also the case if you are an Admin
assuming an end user account.</p>
</li>
<li class="li">To filter your requests, you can select the <strong class="ph b">Filter</strong> drop down, then either
select the filter and sub filter you want to apply, or select <strong class="ph b">See all filters </strong>to
open the Filters window shown below, where you can select and apply filters and sub
filters.<p class="p"><img class="image" id="topic_qgd_mqd_yy__image_a32_fns_4hc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/Req+List+Filter+Modal+Jan+2023.png" width="350"></p>
<p class="p">You can select multiple filters to
further refine your search criteria. You can also filter on values in fields where you
have hidden the column.</p>
<p class="p">When you select more than one filter, the filters act as
an "AND" search criteria, meaning that requests must meet all filter criteria in order
to display. When you select multiple filter options within a single filter, they act
as an "OR" search criteria, meaning that tickets must meet one or more criteria in
order to display. For example, if you select both "Awaiting reply" and "Open" within
the Status filter, tickets can have either an "Awaiting reply" or an "Open" status to
display. Filters that you apply appear beneath the search field and can be cleared at
any time by clicking <strong class="ph b">Clear filters</strong>.</p>
</li>
<li class="li"> To search your requests, enter a search term in the <strong class="ph b">Search Requests</strong> box.<p class="p">You
can optionally use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886879258#topic_crj_yev_uc" target="_blank">ticket property keywords</a> in your
search.</p>
</li>
<li class="li">To see details about a request, click the request title.<p class="p">If you belong to multiple
organizations, you can change the organization for a request when you view details for
that request.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> When you view details of your request on the <strong class="ph b">Requests</strong> page, you may see certain
ticket fields that were hidden during the submission process or left
blank.</div>
<img class="image img-screenshot" id="topic_qgd_mqd_yy__image_ugd_mqd_yy" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Guide-Request-EU-View.png" width="700">
</div>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_vgd_mqd_yy">
<h3 class="title topictitle3" id="ariaid-title8">Tracking your organization's support requests</h3>
<div class="body">
<p class="p">
</p>
<p class="p">As an end user, you can be a member of one organization or multiple organizations. If
you're a member of a shared organization, you can see tickets for all members of that
organization. </p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> A shared organization must be set up by an administrator. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882246298#topic_nat_vgn_bc" target="_blank">Setting up a shared organization for end users</a>. </div>
</div>
<p class="p"><strong class="ph b">To track your organization's support requests</strong></p>
<ol class="ol" id="topic_vgd_mqd_yy__ol_wgd_mqd_yy">
<li class="li">Click your profile icon on the upper-right side of any page and then click
<strong class="ph b">Requests</strong>. <p class="p"><img class="image img-screenshot" id="topic_vgd_mqd_yy__image_j4x_3vm_zzb" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/Guide-UserProfileLogin.png" width="150"></p>
</li>
<li class="li">Click the <strong class="ph b">Organization requests</strong> link on the My requests page to see all the
requests in your organizations. The link appears only if you're a member of a shared
organization.<p class="p">To show or hide columns on the page, click the option button (<img class="image" id="topic_vgd_mqd_yy__image_gmq_xns_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and then select or deselect the system and custom fields
you want to view or hide.</p>
</li>
<li class="li">To filter the requests, click <strong class="ph b">Organization</strong> to select the organization that you
want to view tickets for, then click the <strong class="ph b">Filter</strong> drop down to select the filter
and sub filter you want to apply. You can select multiple filters to further refine your
search criteria.<p class="p">When you select more than one filter, the filters act as an "AND"
search criteria, meaning that requests must meet all filter criteria in order to
display. When you select multiple filter options within a single filter, they act as
an "OR" search criteria, meaning that tickets must meet one or more criteria in order
to display. For example, if you select both "Awaiting reply" and "Open" within the
Status filter, tickets can have either an "Awaiting reply" or an "Open" status to
display.</p>
</li>
<li class="li">To see details about a request, click the request subject.<p class="p">You can add comments to a
request if an administrator has set it up. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882246298#topic_nat_vgn_bc" target="_blank">Setting up a shared organization for end users</a>.</p>
</li>
</ol>
<div class="p">
<strong class="ph b">To subscribe to requests for a shared organization</strong><ol class="ol" id="topic_vgd_mqd_yy__ol_zgd_mqd_yy">
<li class="li">Click your profile icon on the upper-right side of any page and then click
<strong class="ph b">Requests</strong>. </li>
<li class="li">Click the <strong class="ph b">Organization Requests</strong> link on the My requests page to see all the
requests in your organizations.<p class="p">The link appears only if you're a member of a shared
organization in Zendesk.</p>
</li>
<li class="li">Click <strong class="ph b">Follow organization</strong>.<p class="p">If the Follow organization button is not
available, ask your administrator to add it to your help center theme (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832681626#topic_ccb_5g1_qw" target="_blank">Add Follow/Unfollow for users in a shared
organization</a>).</p>
<p class="p">You will now receive notifications for new and updated
request in your shared organization.</p>
</li>
<li class="li">Select the organization that you want to follow, then click <strong class="ph b">Save</strong>. You will
receive updates about tickets in each of your selected organizations.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_il4_r4s_4hc">
<h3 class="title topictitle3" id="ariaid-title9">Filter options and behavior by field type</h3>
<div class="body">
<p class="p">Zendesk provides <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838961562" target="_blank"><u class="ph u">custom field types</u></a> for tickets, users, and
organizations. Although the fields displayed in the request form and request list are
custom field types, they often have unique names that reflect their purpose. For example,
the request list may display a field named “Store location” that is a drop-down field type
designed to let users select from a list of store locations. In this case, the request
list will display the field name “Store location,” even though it is a drop-down custom
field type.</p>
<p class="p">For a list of custom field types that you can filter on, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838961562-About-custom-field-types" target="_blank"><u class="ph u">About custom field types</u></a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_bhd_mqd_yy">
<h2 class="title topictitle2" id="ariaid-title10">Marking a request as solved</h2>
<div class="body">
<p class="p">You can withdraw a request by marking it as solved. The request must be assigned to an
agent before you can mark it as solved.</p>
<p class="p"><strong class="ph b">To mark a request as solved</strong></p>
<ol class="ol" id="topic_bhd_mqd_yy__ol_chd_mqd_yy">
<li class="li">Click your profile icon in the upper-right side of any page and then click <strong class="ph b">Requests</strong>.</li>
<li class="li">Click the title of an open request to open it.</li>
<li class="li">Select the option on the lower side of the request to mark it as solved.<p class="p">The request must be
assigned to an agent. Otherwise, you do not have the option to mark it as
solved.</p>
</li>
<li class="li">Enter any comment you want in the reply and click <strong class="ph b">Add Reply</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_dhd_mqd_yy">
<h2 class="title topictitle2" id="ariaid-title11">Creating a follow-up to a solved request</h2>
<div class="body">
<p class="p">You can reopen a solved request by creating a follow-up ticket.</p>
<p class="p">
<strong class="ph b">To create a follow-up to a solved request</strong></p>
<ol class="ol" id="topic_dhd_mqd_yy__ol_ehd_mqd_yy">
<li class="li">Click your profile icon in the upper-right side of any page and then click <strong class="ph b">Requests</strong>.Click
<strong class="ph b">All my requests</strong> in the sidebar.</li>
<li class="li">Click the title of a solved request to open it. <div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> If you have a long list of requests, you can filter the view by selecting Solved
from the Status menu.</div>
</div>
</li>
<li class="li">Click the link on the lower side of the request to create a follow-up request.</li>
<li class="li">Complete the follow-up request and click <strong class="ph b">Submit</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_rpc_ygy_ycc">
<h2 class="title topictitle2" id="ariaid-title12">Submitting CSAT for your ticket</h2>
<div class="body">
<p class="p">If CSAT is on, you can submit your customer satisfaction rating and feedback for a solved
ticket. By default, the CSAT survey is open for 28 days after the ticket is solved, but this
might vary depending on how CSAT is configured. Alternatively, you can submit CSAT through
the email, if you received one.</p>
<div class="p">
<strong class="ph b">To submit CSAT for a ticket</strong><ol class="ol" id="topic_rpc_ygy_ycc__ol_g5n_hjf_zcc">
<li class="li">Click your profile icon on the upper-right of any help center page, then click
<strong class="ph b">Requests</strong>.</li>
<li class="li">Open any solved ticket.</li>
<li class="li">Click <strong class="ph b">Add feedback</strong> to open the CSAT survey, then enter and submit your
feedback. Once submitted, you can click <strong class="ph b">Edit feedback</strong> in the ticket if you want
to change your feedback. Depending on how much time has passed, you might not be able to
edit your feedback. In that case, you can click <strong class="ph b">View feedback</strong> to review your
feedback for the ticket.<p class="p"><img class="image" id="topic_rpc_ygy_ycc__image_snb_4lf_zcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-review-csat-feedback-2024.png" width="300"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested1" id="topic_ijj_s2k_cgc">
<h2 class="title topictitle2" id="ariaid-title13">Accessing the service catalog and submitting service requests</h2>
<div class="body">
<p class="p">If a service catalog has been published, the service catalog is populated with services and
assets users commonly need. For example, an employee might submit a request for an asset
from their IT department.</p>
<div class="p">You can access the service catalog and submit requests, as described in these sections:<ul class="ul" id="topic_ijj_s2k_cgc__ul_v5n_ckk_cgc">
<li class="li"><a class="xref" href="#topic_v2c_gfk_cgc">Access the service catalog</a></li>
<li class="li"><a class="xref" href="#topic_y2c_gfk_cgc">Submitting a service request</a></li>
</ul>
</div>
<p class="p">To submit a support request, instead of a service request, see <a class="xref" href="#topic_hgd_mqd_yy">Submitting support requests</a>.</p>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested2" id="topic_v2c_gfk_cgc">
<h3 class="title topictitle3" id="ariaid-title14">Accessing the service catalog</h3>
<div class="body">
<p class="p">You can access and view the service catalog in help center.</p>
<div class="p">
<strong class="ph b">To access the service catalog</strong><ul class="ul" id="topic_v2c_gfk_cgc__ul_w2c_gfk_cgc">
<li class="li">In the help center, click <strong class="ph b">Services</strong> in the navigation bar at the top of any
page.<p class="p"><img class="image" id="topic_v2c_gfk_cgc__image_x2c_gfk_cgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-serv-cat-search-field.png" width="450"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested2" id="topic_y2c_gfk_cgc">
<h3 class="title topictitle3" id="ariaid-title15">Submitting a service request</h3>
<div class="body">
<p class="p">You can submit service requests using the service catalog in the help center. When you
submit a service request, a ticket is automatically generated with the unique combination
of ticket fields, and agents assigned to the ticket can work to resolve it. </p>
<p class="p">For the fastest resolution, complete as many of the fields as possible.</p>
<div class="p">
<strong class="ph b">To request a service in the service catalog</strong><ol class="ol" id="topic_y2c_gfk_cgc__ol_z2c_gfk_cgc">
<li class="li">In the help center, click <strong class="ph b">Services</strong> in the navigation bar at the top of any
page.<p class="p"><img class="image" id="topic_y2c_gfk_cgc__image_mbg_pjk_cgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-serv-cat-search-field.png" width="450"></p>
</li>
<li class="li">Select the service or asset you're requesting.<p class="p">Optionally, you can use the search
bar to find the service more quickly.</p>
</li>
<li class="li">Enter the requested details about your service request in the available fields.
Required fields are indicated by an asterisk (*).<p class="p">The more fields you complete, the
easier it is for internal support specialists to resolve your request.</p>
<p class="p"><img class="image" id="topic_y2c_gfk_cgc__image_xm3_5kw_dgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-serv-cat-request-page-submit.png" width="500"></p>
</li>
<li class="li">If you're making the request on behalf of someone else, click <strong class="ph b">Change</strong> in the
requester panel, search for the other user by name or email, and select them. <p class="p">That
person becomes the requester on the ticket and you're automatically added as a CC so
you can track its progress.</p>
<p class="p">This option is only available if your
administrator turned on the ability to submit requests on behalf of others. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8478940252698#topic_url_ntc_zjc" target="_blank">Allowing users to request services on behalf of
others</a>.</p>
</li>
<li class="li">Click <strong class="ph b">Submit request</strong>.<p class="p">A ticket is automatically created and can be <a class="xref" href="#topic_qgd_mqd_yy">tracked</a> with your other
requests.</p>
</li>
</ol>
</div>
</div>
</div>
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