Submit a request link in a help center is not available to agents by default. Instead, they can open My activities and click a ticket to be redirected to Support ticket interface. If you want your agents to be able to access to the Submit a request link and submit a request via form, here is what you can do.
To enable access to request forms
- In Guide, click the Settings() icon in the sidebar, then select Guide settings.
- Select the checkbox to Enable agents to manage requests from your help center.
- If you have multiple help centers, in the brand dropdown menu in the top left corner, you can switch between the brands to decide which help center to apply the setting to.
- Click Update to save your changes.