Enable Agent Access to Request Forms - Frequently asked questions
Frequently asked questions
How can I enable agents to submit requests through the Zendesk help center?
You can streamline your workflow by allowing agents to submit requests and comment on them directly through your help center. This is particularly useful in multi-brand or multi-department scenarios where an agent might also act as an end user. To…
What are the limitations for light agents using Zendesk request forms?
Light agents can submit tickets through a request form, but there are some limitations. The tickets they submit are filled out as internal comments, which means they are not visible in the request portal. Additionally, any subsequent comments made…
Can agents access agent-only ticket forms in Zendesk Guide?
Agents cannot access agent-only ticket forms through the Zendesk Guide. When submitting a request from the help center, agents can only use ticket forms that are editable for end users. Agent-only ticket forms and fields do not appear in the help…
Why can't agents mark a ticket as solved in the Zendesk help center?
Agents and light agents are unable to mark a ticket as solved from the Zendesk help center. This action must be performed in the Support interface. While agents can manage requests and submit comments, the ability to change a ticket's status to…
Can agents reopen solved tickets with a comment in Zendesk?
Agents and light agents cannot reopen solved tickets by submitting a comment in the Zendesk help center. While end users can automatically reopen a ticket by commenting on it, this feature does not apply to agents. When an agent or light agent…
Why can't agents rate tickets in Zendesk?
In Zendesk, only end users have the ability to submit satisfaction ratings for tickets. Agents and light agents do not have this capability. This restriction is in place to ensure that feedback is collected from the end user's perspective,…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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