Plan requirement
| Subscription | Suite Team or higher, Knowledge Professional or higher |
| Access | Admin |
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
- Open Knowledge admin, then Settings, then Help center settings.
- Switch on Enable agents to manage requests from your help center.
- Save.
It is off to begin with, and while it is off an agent who clicks a link to a ticket form is sent to the agent interface instead. That redirect is the behaviour people mistake for a broken link.
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.
What an agent will and will not see
The help centre shows agents what end users get, and no more. Only forms that are editable for end users appear, and within them only fields that are editable or read-only for end users. Anything marked agent only stays hidden, which is the point of the exercise.
One case fails rather than hides: a form with a conditional field that is required for agents but not for end users cannot be submitted from the help centre at all. If a test submission refuses to go through and nothing on screen explains why, that is the first thing to look for.
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.
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