Tailoring Ticket Forms for Agents and End Users
How can I tailor ticket forms for agents and end users in Zendesk?
To tailor ticket forms for agents and end users in Zendesk, you need to create forms that include the relevant ticket fields for each audience. For agents, forms might include fields like product, platform, and severity, while end-user forms might focus on simpler fields like product and platform.
By customizing the forms' names and fields for each group, you can ensure that both agents and end users have a clear understanding of the information required, making the support process smoother and more efficient.
More related questions
How can I gather customer information efficiently for support requests?
To gather customer information efficiently, use multiple ticket forms. These forms help streamline the support process by collecting the necessary details upfront, reducing back-and-forth communication. By setting up specific ticket fields and…
What are the essential ticket fields for a software support company?
Essential ticket fields for a software support company include product, platform, environment/version, severity, about, operating system/version, browser/version, and featured status. These fields help capture detailed information about the…
How do I create custom ticket fields in Zendesk?
Creating custom ticket fields in Zendesk involves identifying the information you need to support your ticketing processes and then setting up these fields in your Zendesk interface. You can use drop-down fields for options like product, platform,…
What are the benefits of using multiple ticket forms in Zendesk?
Using multiple ticket forms in Zendesk allows you to tailor the information collected for different types of support requests, making the process more efficient. By having specific forms for questions, bug reports, and feature requests, you can…
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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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