3 Ways To Create Form Requests In Zendesk

Zendesk is a versatile and powerful customer support platform used by businesses to streamline customer interactions and provide top-notch service. One of its standout features is the ability to create and manage form requests, which helps businesses gather critical information from their customers efficiently. In this blog post, we'll take a closer look at three methods Dominic uses to create form requests in Zendesk. These methods include using email, leveraging Zendesk Forms, and harnessing the API.

1. Using Email

One of the most straightforward ways to create form requests in Zendesk is by utilizing email. Zendesk offers an email ticketing system that allows you to collect information and requests directly from your customers' inboxes. Here's how Dominic demonstrates this method:

  • Start by configuring your Zendesk account to receive emails. You can set up a dedicated support email address for this purpose.

  • When a customer sends an email to your support address, Zendesk will automatically convert it into a support ticket. This ticket can include details like the customer's name, email, and the issue they are facing.

  • Customize your email templates to gather additional information from customers. This could include specific questions or fields you need them to fill out when they submit a request via email.

  • By utilizing macros and triggers, you can automate the process further, categorize tickets, and route them to the right teams.

Using email is a great way to start capturing customer requests immediately. However, it has some limitations in terms of customization and scalability.

Also read: Top 6 Secrets in Zendesk

2. Using Zendesk Forms

Zendesk Forms offer a more structured and customizable way to collect information from customers. This method allows you to create custom forms that customers can fill out when submitting a request. Dominic walks you through the process:

  • In your Zendesk account, navigate to the 'Admin' panel, and under 'Settings,' select 'Ticket Forms.'

  • Here, you can create custom forms that align with your business needs. These forms can contain various fields, including text boxes, dropdown menus, and checkboxes.

  • Once you've created your forms, you can embed them on your website, in the Zendesk Help Center, or send direct links to customers.

  • When a customer submits a request using one of these forms, the information is collected in a structured manner, making it easier for support agents to understand and address the issue effectively.

Using Zendesk Forms provides a high degree of customization, allowing businesses to tailor their forms to capture specific data that's essential for providing support. However, if you require more advanced integration or automation, there's one more method to consider.

3. Using the API

For businesses with specific or advanced requirements, using the Zendesk API is the way to go. Zendesk provides a robust API that allows you to create and manage form requests programmatically. Dominic demonstrates the power of this method:

  • Begin by accessing the Zendesk API documentation to understand the available endpoints and authentication methods.

  • Use programming languages like Python, Ruby, or JavaScript to interact with the API and create custom solutions.

  • With the API, you can not only create form requests but also integrate Zendesk with other tools and systems in your workflow.

  • This method is perfect for businesses with complex or unique support processes and those looking to automate ticket creation and management.

Also read: Call Agent Feature In Zendesk Messaging

Conclusion

Zendesk offers multiple ways to create form requests, each catering to different business needs and levels of customization. Whether you opt for the simplicity of email, the structured approach of Zendesk Forms, or the power of the API, you can gather customer information efficiently and provide exceptional support. Dominic's expertise showcases how Zendesk's versatility can be harnessed to meet the unique needs of your business. So, go ahead and explore these methods to make the most of Zendesk's form request capabilities and enhance your customer support processes.

Need some help implementing any of these 3 features? We’re here for you!

Zendesk, Zendesk Setup, Customer SatisfactionGuest UserZendesk, emailchannel, zendeskforms, api