Submitting and tracking requests in the help center Customer Portal


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.


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Use the help center's customer portal to submit, update, and track support and service requests. You can manage requests by adding comments, marking them as solved, or creating follow-ups. Access the service catalog for specific service requests, and provide feedback through CSAT surveys. Customize request views with filters and track organizational requests if you're part of a shared organization.




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 customer portal. Depending on your account configuration, end users
can either view their requests across all brands in the Customer Portal or only requests associated
with the brand's help center they're currently logged into.
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.
Topics covered in this article:
Submitting a support request
Updating your support requests
Viewing and tracking your support and
service requests
Marking a request as solved
Creating a follow-up to a solved request
Submitting CSAT for your
ticket
Viewing the service catalog and submitting
service requests




Submitting a support request

You can submit requests using the support request form (or web form) 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.
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 Single sign-on options in Zendesk for more
information on SSO.
To submit a service request in the service catalog, instead of a support request, see Viewing the service catalog and submitting service
requests.
To submit a support request in the help center

In help center, click Submit a request at the
top of the page.
If the CC option is enabled for the help center
and you are signed in, you can add an email address to copy a user on the ticket. To
copy multiple users, use a comma to separate each email address.

Enter a subject and description of the problem. 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.

If you belong to multiple organizations, select the organization for this support
request.
Add any attachments. The file size limit is 50 MB.

Click Submit.





Updating your support requests

There are two ways you can update your support requests:
Updating a support request by email
Updating a support request in the
customer portal




Updating a support request by email

You can update an existing support request ticket with a comment by email.
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.

To update an existing support request by email
In your email client, create a new email message or forward an existing email. The
email is sent to the support team. The subject can be anything you want.

At the top of body of the email, enter the ticket ID for an existing support request
using the following syntax:
#id ticketnumber

For example:

#id 123456


Leave one blank line after the ticket ID.
Enter the comment you want to add to the ticket after the blank line. Your email
should look something like this:


Send the email.





Updating a support request in the customer portal

You can update any existing support request that is not closed with a comment.
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.
To update an existing support request

Click your profile icon on the upper-right side of any help center page and then click
Requests.
By default, the
page displays all requests that you have submitted.
Note: If you
are using an older version of the Copenhagen theme, this menu may look
different.

Click the link for the request you want to update.
Add a comment to update the request.
(Optional) If the CC option is enabled for the help center
and you are signed in, you can add an email address to copy a user on the ticket When
you add a CC to an existing ticket, you must also add a comment.

(Optional) If you belong to multiple organizations, you can change the organization
for the support request.
Click Submit.





Viewing and tracking your support and service requests

You can track support requests, as well as any service catalog requests in help center, as
described in these sections:
Tracking your support and service
requests
Tracking your organization's support
requests
Filter options and behavior by field
type




Note: 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.



Tracking your support requests and service requests

You can use the help center to track your support requests and service catalog
requests. Depending on the account configuration, 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.
To track your support requests and service requests

Click your profile icon on the upper-right side of any help center page and then click
Requests.
Note: 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.

By default, the
page displays all requests that you have submitted with the following
columns: Subject, ID, Created date, Updated date, Status, and
Requester.

To show or
hide columns on the page, click the option button ( ) and then either select or deselect the system and custom
fields you want to view or hide, or click See more columns to open a separate
window where you can show more columns. 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.

To show custom fields to end users in the
new request list, the field permissions must be set to either Customers can
edit or Customers can view. See Adding custom fields to your ticket and support
request form.Team members will be able to see fields that
have the Agents can edit permission 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.

To filter your requests, you can select the Filter drop down, then either
select the filter and sub filter you want to apply, or select See all filters to
open the Filters window shown below, where you can select and apply filters and sub
filters.
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.
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 Clear filters.

To search your requests, enter a search term in the Search Requests box. You
can optionally use ticket property keywords in your
search.

To see details about a request, click the request title. If you belong to multiple
organizations, you can change the organization for a request when you view details for
that request.


Note: When you view details of your request on the Requests page, you may see certain
ticket fields that were hidden during the submission process or left
blank.







Tracking your organization's support requests



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.


Note: A shared organization must be set up by an administrator. See Setting up a shared organization for end users.

To track your organization's support requests

Click your profile icon on the upper-right side of any page and then click
Requests.

Click the Organization requests 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. To show or hide columns on the page, click the option button ( ) and then select or deselect the system and custom fields
you want to view or hide.

To filter the requests, click Organization to select the organization that you
want to view tickets for, then click the Filter drop down to select the filter
and sub filter you want to apply. You can select multiple filters to further refine your
search criteria. 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.

To see details about a request, click the request subject. You can add comments to a
request if an administrator has set it up. See Setting up a shared organization for end users.



To subscribe to requests for a shared organization
Click your profile icon on the upper-right side of any page and then click
Requests.
Click the Organization Requests 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 in Zendesk.

Click Follow organization. If the Follow organization button is not
available, ask your administrator to add it to your help center theme (see Add Follow/Unfollow for users in a shared
organization).
You will now receive notifications for new and updated
request in your shared organization.

Select the organization that you want to follow, then click Save. You will
receive updates about tickets in each of your selected organizations.





Filter options and behavior by field type

Zendesk provides custom field types 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.
For a list of custom field types that you can filter on, see About custom field types.




Marking a request as solved

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.
To mark a request as solved

Click your profile icon in the upper-right side of any page and then click Requests.
Click the title of an open request to open it.
Select the option on the lower side of the request to mark it as solved. The request must be
assigned to an agent. Otherwise, you do not have the option to mark it as
solved.

Enter any comment you want in the reply and click Add Reply.




Creating a follow-up to a solved request

You can reopen a solved request by creating a follow-up ticket.

To create a follow-up to a solved request

Click your profile icon in the upper-right side of any page and then click Requests.Click
All my requests in the sidebar.
Click the title of a solved request to open it.

Tip: If you have a long list of requests, you can filter the view by selecting Solved
from the Status menu.


Click the link on the lower side of the request to create a follow-up request.
Complete the follow-up request and click Submit.




Submitting CSAT for your ticket

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.

To submit CSAT for a ticket
Click your profile icon on the upper-right of any help center page, then click
Requests.
Open any solved ticket.
Click Add feedback to open the CSAT survey, then enter and submit your
feedback. Once submitted, you can click Edit feedback 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 View feedback to review your
feedback for the ticket.






Accessing the service catalog and submitting service requests

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.
You can access the service catalog and submit requests, as described in these sections:
Access the service catalog
Submitting a service request


To submit a support request, instead of a service request, see Submitting support requests.


Accessing the service catalog

You can access and view the service catalog in help center.

To access the service catalog
In the help center, click Services in the navigation bar at the top of any
page.






Submitting a service request

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.
For the fastest resolution, complete as many of the fields as possible.

To request a service in the service catalog
In the help center, click Services in the navigation bar at the top of any
page.

Select the service or asset you're requesting. Optionally, you can use the search
bar to find the service more quickly.

Enter the requested details about your service request in the available fields.
Required fields are indicated by an asterisk (*). The more fields you complete, the
easier it is for internal support specialists to resolve your request.


Click Submit request. A ticket is automatically created and can be tracked with your other
requests.







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