Differentiate Gratis Support form from LnR internal request form

Problem Statement

Sales are using Gratis support instead of the internal request form for LnR internal request related problem like extending trial for SM and SaaS customer/prospect.

What is the problem?

This cause the ticket to shows as actionable request for all SEs as it supposed to help unblock prospect with technical problem. This is supposed to be LnR related problem.

Why is this a problem?

• This cause confusion while handling the ticket
• Sales submit request with missing information
• Delayed resolution times
• Many times, the request is strictly concerning internal policies and discussions, but needlessly generating customer-facing replies
• Similarly, internal-only data is being entered into the form which is then emailed to the customer
• Often, there already exists a relevant internal request form that should be getting used instead

Proposal

Provide a way to help Sales understand the different between Gratis Support and LnR Internal Request.

The first 3 points made in this comment below have been generally accepted by others in this discussion as changes to be made:

1. Change the position of Support Related Requests > Create a support ticket on behalf of a prospect or customer to be much lower in the dropdown menu, preferably the bottom
2. When selecting the form type, include a noticable warning type text with the following statement
   • Caution: Please note that this form will send public messages to the customer or prospect. If you need internal support for licensing, subscription, or trial related requests, please instead select a request type under License and Renewal Related Requests
3. If possible, include in the ticket notes a message to support engineers explicitly calling out that the customer is the assigned requestor and therefore is the target of all responses, not the sales person (tho they are cc'd)

DRI

Rotanak and @kevenhughes will act as the DRI for this issue.

Required Resources

• support ops to modify the support super form as proposed above

Potential Roadblocks/Things to consider

Desired Outcome

How do we measure success?

Reduction in misfiled gratis support tickets

What does success look like?

Sales team submit the request using the right form.

• https://gitlab.zendesk.com/agent/tickets/590109
• https://gitlab.zendesk.com/agent/tickets/590077
• there have been no less than 5 misfiled gratis tickets during the week of 2025-03-31 -> 2025-04-04

Slack discussion: https://gitlab.slack.com/archives/C018ZGZAMPD/p1733890962230529

---