Making the request form available to agents

Agents can be given access to the request form, which is how they raise tickets on a customer's behalf from the help centre.

Agents can be given access to the request form, which is how they raise tickets on a customer's behalf from the help centre.

The setting

1. Open Knowledge from the product tray, then Settings.
2. Enable agent access to request forms.
3. Save.

Why an agent would use it

Agents normally create tickets in the Agent Workspace, which is faster and gives them more control. The help centre form is useful in two specific cases.

• Seeing what customers see. The only way to check that a form works, that required fields make sense, and that the wording reads well.
• Raising something as an internal user, where an agent is the customer of another team.

That first one matters

Forms are built and previewed as an admin, which hides exactly the problems that affect customers: a required field they cannot answer, an internal field left visible, a confusing label.

Somebody should submit each public form as a customer would before it goes live, and this setting is what makes that convenient.

Not a replacement

For day-to-day work agents should create tickets in the workspace. A ticket raised through the help centre form arrives as if from an end user, which affects who the requester is.

See also

• Showing forms to end users
• Designing a form that helps agents and customers both