Forums/Documentation/Extending your Zendesk

Setting up to provide email-only support

Anton de Young
posted this on April 15, 2011 13:06

Many Zendesk accounts prefer not requiring their end-users to sign in to Zendesk. Removing the sign-in requirement means end-users can't view or track their requests on the Help Center or Web portal. These tasks require users to sign in. Instead, all communication between agents and end-users occurs using channels such as email, voice, or chat.

End-users can still request support without signing in by using any the following channels:
  • Sending email directly to your support email address (for example, support@mycompany.zendesk.com)
  • Submitting a support request using the Zendesk Feedback Tab
  • Chatting with an agent
  • Leaving a voicemail
  • Sending a request using Twitter

Regardless of the channel by which new requests are submitted, requests become tickets that agents manage using views, creating and applying macros, generating reports, and so on. All communication between agents and end-users is captured on those tickets and emails are sent back and forth between both parties.

Setting up your Zendesk to provide support without requiring end-users to sign in involves making the following changes:

End-users can still access your knowledge base on Zendesk to search for answers. The following strategies can help you promote this self-service support option:
  • Providing your end-users with the link to your knowledge base (for example, http://mycompany.zendesk.com/hc)
  • Using the Zendesk Feedback Tab with knowledge-base search enabled

The advantage of using the Zendesk Feedback Tab is that your end-users get a simple request form coupled with a search of your knowledge base and, optionally, live chat with your support agents. For more information, see Setting up your Feedback Tab channel.

Allowing anyone to submit tickets

To allow requests without requiring end-users to sign in to Zendesk, you need to modify your end-user settings. Only administrators can make the following changes to the end-user settings.

To modify account settings to provide email-only support
  1. Click the Admin icon () in the sidebar, then select Customers.
    Zendesk Classic: Select the Settings menu, then select End-users.
  2. In the Anyone can submit tickets section, check the Enabled option.
  3. Next, uncheck the option called Ask users to register.
    Note: If you started using Zendesk after August 20, 2013, this option is not available until you activate your Help Center. See Getting started with the Help Center.
  4. Finally, in the User welcome email section, uncheck the Also send verification email when a new user is created by an agent or administrator option.
  5. Click Save Changes.

When an unregistered end-user submits a request for the first time, they are added to your Zendesk as a new end-user. They receive the request confirmation email but not the verification request email. They remain unverified in your Zendesk.

Note: You might be wondering about the Allow users to view and edit their basic profile data and Allow users to change their password options. You can leave these enabled since your email-only end-users will never be able to sign in to do either of these things. Both are still relevant to your administrators and agents.

Allowing ticket attachments

You'll probably want to also allow your end-users to add attachments to their email requests. If you don't currently have this enabled, you can do so by updating the Tickets settings page. Attachments can be either public or private. However, addding private attachments requires end-users to sign in to your Zendesk. So, the only option you have for attachments when providing email-only support is to allow public attachments.

Note: Private attachments are available only if you use the Web portal. They're not available if you have the Help Center. If you're not sure which one you have, see About the different versions of Zendesk.

To allow public attachments in incoming email support requests

  1. Click the Admin icon () in the sidebar, then select Tickets.
    Zendesk Classic: Select the Settings menu, then select Tickets.
  2. In the Attachments section, click the Customers can attach files setting.
  3. Click Save tab.

Removing links to ticket pages from your email notifications

You must sign in to view ticket pages in the Help Center or Web portal. Because you don't want to require end-users to sign in, remove any links to ticket pages from any email notifications sent to end-users. Some of your default triggers create notifications with ticket links. If you signed up to Zendesk before July 12, 2012, the legacy email template also contains a ticket link.

Removing ticket links from your triggers

Remove any links to ticket pages from the default Zendesk triggers that send email notifications to requesters. Here are the Zendesk triggers that need to modified:
  • Notify requester of received request
  • Notify requester of comment update
  • Notify requester of solved request

You'll also need to modify any similar notification triggers (if any) that you created in your Zendesk. Only administrators can edit the triggers.

To remove URLs from email notification triggers
  1. Click the Admin icon () in the sidebar, then select Triggers.
    Zendesk Classic: Select the Manage menu, then select Triggers and mail notifications.
  2. Edit the Notify requester of received request trigger by selecting Edit.
  3. Remove the {{ticket.id}} and {{ticket.url}} placeholders from the text in the email body. For example, here are before and after versions of the email text in the Notify requester of received request trigger.

    Before:

    Your request (#{{ticket.id}}) has been received, and is being reviewed by our support staff. 
    
    To review the status of the request and add additional comments, follow the link below:
    http://{{ticket.url}}
    
    {{ticket.comments_formatted}}

    After:

    Your request (#{{ticket.title}}) has been received, and is being reviewed by our support staff. 
    
    We'll contact you as soon as we have an answer for you. 
    
    {{ticket.comments_formatted}}
  4. Click Update Trigger.
  5. Repeat for the Notify requester of comment update and Notify requester of solved request triggers.
Note: The {{ticket.title}} placeholder does not contain a URL back to your Zendesk; it's just the text of the request title.

Removing the ticket link from the legacy email template

If you signed up to Zendesk before July 12th, 2012, your default template contains a header element that has a link back to a ticket in your Zendesk, so you'll want to remove it. Here's what the header looks like to the end-user:

Note: If you signed up to Zendesk on or after July 12, 2012, you can skip this section. You have a different HTML template than doesn't have a link to the ticket in Zendesk.

Only administrators can make changes to the email template.

To remove the header from the email HTML template
  1. Click the Admin icon () in the sidebar, then select Channels > Email.
    Zendesk Classic: Select the Settings menu, then select Channels > Email > Edit.
  2. In the HTML email template section, locate and remove the line of HTML code that displays the header (shown in bold below).
    <html><body>
    <div style="margin:0px auto;text-align:center;font-size:12px;color:#A2A2A2;padding-bottom:6px">
      {{delimiter}}
    </div>
    <table cellspacing="0" cellpadding="0" width="100%">
    <tr>
      <td>
        <table width="100%">
          <tr>
            <td style="font-size: 12px; font-weight: bold; color: #fff; line-height: 1.5em;font-family: Helvetica, Arial, sans-serif; width: 100%;text-align: center;background: #98c332; padding:8px; margin:4px">
              <style>.zd_link {color:#FFF;}</style>{{header}}
            </td>
          </tr>
        </table>
      </td>
    </tr>
    ...
    
  3. Click Save Changes.

You can undo this change (should you need to in the future) by clicking Revert to default.

Removing sign-in links from your knowledge base

Hide any elements in the knowledge base that link to the Zendesk sign-in page. The steps differ depending on whether you have the Help Center or the Web portal. If you're not sure which one you have, see About the different versions of Zendesk.

Note: Your agents, like your end-users, will no longer see a sign-in link for your Zendesk. To access the login page, your agents need to use the following URL: mycompany.zendesk.com/access. This is the login page.

Removing sign-in links from the Help Center

In the Help Center, removing elements that link to the sign-in page involves deleting or hiding template components. You must be signed in as a Help Center manager to edit template components.

Removing the ability to sign-in means that every visitor to the Help Center is treated as an anonymous user with limited privileges. Anonymous users can view the public areas of the Help Center and share links to content. They can't comment on articles or participate in the community. For more information, see Understanding Help Center user roles.

Because anonymous users can't participate in the community, consider disabling your community. For instructions, see Disabling the community.

To remove the links to the sign-in page

  1. Click Customization design in the tools panel on the lower-right side of the page.

    The Help Center switches to Preview mode.

  2. Click Edit Theme to open the Theme editor.
  3. Select the Header template from the HTML menu in the Theme editor.

  4. Delete the following component in the code:
    {{user_info}}

    The component displays a sign-in button on the right side of the header.

    Tip: If deleting code makes you nervous, use the comment tag to hide the component, like so:

    <!-- {{user_info}} -->
  5. Select the Article template and delete or comment out the following elements:
    • {{vote}}
    • the entire <section class="article-comments"> section and the comment components it contains

    The vote component and the article-comments section prompt users to sign in.

  6. Click Save at the top of the sidebar to save your changes.
  7. Cick Publish changes at the top of the sidebar.

Removing sign-in links from the Web portal

In the Web portal, you add a CSS widget to your Zendesk to hide links to the login page. Widgets can only be added by an administrator.

To add the CSS widget
  1. Click the Admin icon () in the sidebar, then select Extensions.
    Zendesk Classic: Select the Settings menu, then select Extensions.
  2. Select the Widget tab and then click Add widget.
  3. Select the Global CSS widget.
  4. Enter a widget title, for example: Hide end-user access links.
  5. Set the widget's availability to People who are not agents.
  6. Insert the following CSS code into the Content text box:
    li.main.clazz.tab_new, li.main.clazz.tab_requests, #top-right, #voting_control, #footer, #comments_section {display: none;}
    
    body.entries.entries-show .content.content_green {display:none;}
    
    .login .footnotes {display:none;}
  7. Click Submit.

The CSS widget removes all the elements of the user interface that provide access for end-users to log in to your Zendesk.

 

Comments

User photo
Denise Twum

Very helpful information. Thank you.

April 26, 2011 14:44
User photo
Mark Nickson

Hi

How do I make the dropbox show both Live Chat and Submit a Question options after first being invoked by a customer?  Am I able to preview this before it goes live?

Thanks

May 12, 2011 19:04
User photo
Anton de Young
Zendesk

Mark I'm not quite sure what your first question is. If you both enable chat and setup a dropbox, both options will be shown when users click the dropbox tab. If you're adding the dropbox to your Zendesk you can preview it before it goes live to everyone by setting the Dropbox Javascript widget to 'People who have logged in and is an agent' and then change it when it's ready to go live. 

May 13, 2011 09:40
User photo
Mark Nickson

Thanks Anton.  I think my issue was in the fact that the 'preview' doesn't allow you to see the Live Chat as one of the options.  I'll just implement the code in order to see it working.

 

May 13, 2011 10:30
User photo
Mark Nickson

Hi Anton....my mistake! I figured out that I hadn't switched the "End-users can chat with Agents?" option on in the drop box settings....not sure how I missed that :)

May 13, 2011 14:52
User photo
Anton de Young
Zendesk

Excellent. I'm working on an article that explains in detail how to set up a dropbox. Glad you figured it out. 

May 13, 2011 15:00
User photo
Connie Chen

I'm using the two widgets suggested but then if I try to revert to another user's profile the links in the top-right corner disappear and I can't "revert identity"

June 21, 2011 14:47
User photo
Simon Stjohn

It would really help if there were a link to or instructions on how to actually set up the drop box - where is the link to access this feature? I tried searchign help and forums and found nothing!

July 01, 2011 00:06
User photo
Jeffrey Davidson
iasta
I've just set up this solution, but noticed that leaving "Satisfaction Ratings" turned on provides a link right to our Zendesk site. Is there any way that we can capture this data without sending them to the site? I'd still love to know if they hit the "Good" or "Bad" link.
August 12, 2011 10:56
User photo
Joshua Vienneau
We've also setup this solution, but I have noticed that when a user goes to submit a ticket through the site, there is still a line at the top of the ticket with the text: "If you are a registered user, please login first to submit a request." where the "login" text is a link to the login page. Any recommendations for a way to hide this text? Thanks.
August 12, 2011 14:14
User photo
Jeffrey Davidson
iasta
Hey Joshua, I've not done this myself, but I'd imagine if you add the custom CSS widget, you should be able to hide the div that that text is showing up in.
August 15, 2011 05:10
User photo
Skip Moore
Zendesk

@Connie you can always goto http://your.domain.com/users/revert to go back to your agent account. 

@Jeffery The satisfaction links will always send them to the web site. We are writing a post on how to hide everything on the page so they only get the ratings part and can not log in. 

@Joshua, There is no easy way to hide that box if you are running a open helpdesk. You can use Javascript to hide the text for example 


//check to see if you are on the end users request page
if (window.location.href.indexOf('access') >= 0) {
jQuery('h2:contains(New to)').hide();
}

September 21, 2011 10:40
User photo
Alexander

Hi Anton,

I've followed the instructions and it seems to be working except on the help forum. When one pressed to "add a comment" it still prompts them to log in. Is there any way for them to leave comments just with their e-mail address? 

November 07, 2011 14:28
User photo
Anton de Young
Zendesk

Alexander, 

Only registered users can add comments. I updated (and simplified) the code in 'Hiding end-user access links in the Web portal' above so that ALL the login prompts are hidden. 

November 08, 2011 13:32
User photo
ADIL Younes

How i can change the color of the link back to the help desk in the header element ?

Thx

February 01, 2012 10:07
User photo
Lorraine Joubert
clickatell

Hi

I have a user that has been created on our SSO and as an admin I can see the user on the Manage -> People page.  However, when the user sends an e-mail from their e-mail account, this does not generate a new Zendesk ticket.  How can I rectify this?

Thanks,

Lorraine

February 10, 2012 03:00
User photo
Shane Davey
rivo

Thanks for this, it has been very useful in our transition to Zendesk.

We would have liked to be able to include the Ticket ID in the body of emails without it being a link however there isn't currently a placeholder for this - I've raised a feature request for this to be considered for the future (https://support.zendesk.com/entries/21445633-add-text-only-non-link...).

Cheers,

Shane

May 17, 2012 03:18
User photo
Joy Carletti
Zendesk
Hi Shane, The {{ticket.id}} placeholder only converts to a link when preceded by a # sign. If you remove that or put a space between the # and the placeholder, no link will be made.
May 17, 2012 07:28
User photo
Shane Davey
rivo

Thanks Joy - that's great to know and will help us keep a consistent look and feel from our previous process (until we publish portal access).

Cheers,

Shane

May 17, 2012 08:05
User photo
Nick Parker

Is there anyway to have the requester mark the ticket as solved via a link in the email?

We encourage our users to mark tickets as solved if the problem has been solved or is no longer a problem to save us investigating non-issues - it would be nice if we could put something at the bottom of the email that enabled them to mark the request as solved without having to visit the web page.

Thanks!

May 20, 2012 07:03
User photo
Anton de Young
Zendesk

Nick, 

We have a feature (the mail API) that allows agents to do what you're asking, but it's not available for end-users. You might want make a feature request here

May 21, 2012 09:59
User photo
Nick Parker

Thanks very much Anton, I will do so :)

May 21, 2012 11:16
User photo
Marci

Anton,

I implemented the CSS above, and one line of it suppressed *all* the comments in the forum.

 

body.entries.entries-show .content.content_green {display:none;}

 

I'd like a way to JUST hide the "add a comment" link for non-logged in users. I have been trying to figure it out, but I'm not there yet. Any ideas?

June 08, 2012 17:28
User photo
Marci

Actually, you know what I'd *really* like? A javascript method to hide this link, and replace it with something else!

We use SSO, so this link always sends the user back to our main (parent website) login page. But I want some users to just log in via the main Zendesk sign on, /access/normal.  So if this could be javascripted to offer two links....one for "members" to log in and one for "others" (they know who they are) that would be super helpful.....!

June 08, 2012 17:45
User photo
Kate

Hi there,

We're an ecommerce store so we don't have a lot of need for a knowledge base perse and I really don't want to use one that takes our shoppers out the store (we'd need to integrate our header etc. into the help desk and its more than we can deal with at the moment). So.. we're only going to use ZD for tickets etc. Reading this, I don't see how we eliminate the forums altogether for now. I take it we can't and should just ignore them? 

June 11, 2012 19:02
User photo
Marci

As I recall, you can sort of "disable" the forums in the Web Portal section (settings >> channels >> web portal) by unchecking most of the boxes -- and then if you don't create any forums it won't show up. There is also a javascript method to hide links in the menu bar. A search of the other support forums here should turn that up. Hopefully that will get you started....

June 11, 2012 20:12
User photo
Kate

Yes, all done. Its sort of funky though - be nice to just plain shut it off with a click and voila.. no web presence period but there is likely very good reason. Thank you for taking the time to comment =) 

June 11, 2012 20:25
User photo
Anton de Young
Zendesk

Marci, 

Apologies for not getting back to you sooner. Try this CSS code instead: 

.commenting-controls  {display:none;}

 

June 13, 2012 10:57
User photo
Anton de Young
Zendesk

Marci (again), 

About your JavaScript question. I'll have to ask Support to take a look at that.  And, thanks for helping out Kate. 

June 13, 2012 11:00
User photo
Dennis Vogel

Very helpful article. Seems like a lot of steps on the admin part though. I would like to think you could take care of this in the background for us via a preference. Email Only ON / OFF.

July 09, 2012 12:17
User photo
Ruthanne Tantoco Tupaz

This is extremely helpful, the downside however to removing the #top-right makes it so that my agents can't log out or switch users.  How do I keep that #top-right there when users are logged in?

July 24, 2012 15:08
User photo
Ruthanne Tantoco Tupaz

Nevermind, duh :)

July 24, 2012 15:10
User photo
Steffen Itterheim

Just to be clear: if a user knows the path to the registration page, we can't prevent him from signing up anyways. Right?

For example I found that entering: http://xxxxxx.zendesk.com/registration allows me to sign up as new user. Even with single-sign on enabled.

I guess it shouldn't occur too often, so I'm not worried too much about it if, like in my case, you like to show some content only to signed in members (which are forwarded from the single-sign on source website).

September 03, 2012 07:14
User photo
Tom Jeffery
renesasit

I have tried to disable the welcome email entirely - we don't want user's getting an email about logging in, etc. Followed step 4 in Updating End-User Settings. This mostly works BUT...

We have one class of tickets where we don't want users to get any emails, including acknowledgement that their ticket was received. When we turn off this trigger, they get the Welcome message. 

Is there any way to prevent this?

October 12, 2012 12:03
User photo
Roger Demuth

From the article:  All of these channels can be used to generate requests without requiring end-users to sign in; however, one aspect of the Web portal experience that you probably don't want to deny your end-users is access to your knowledge base and participation in your community.


But this is exactly what I want to do.  I want only users for which I have created an account to have access to the knowledge base.  How do I do that?

November 15, 2012 08:47
User photo
Anton de Young
Zendesk

Roger, 

You need to restrict all of your forums to 'Logged in users'. It's a role restriction on the forum setting page. This means of course that your users will need to log in to your Web portal and to do that they need login credentials. This means you'd need to send them a welcome message when you add them so that they can go to Web portal and choose a password. And if all you want them to see on your Web portal is the Login link and your knowledge base, you'll need to hide the other parts of the web portal as described above in 'Hiding end-user access links in the Web portal' - but don't hide the login link. 

November 15, 2012 09:07
User photo
Jonas Schwertfeger

Great article, thanks.

Now, how do we do the same with the new mobile interface you have for customers visiting the knowledge base? CSS widgets don't seem to work there.

February 02, 2013 08:41
User photo
Justin Seymour
Zendesk

Hey Jonas: 

I'm not following! What would you like to do with the mobile interface?

February 10, 2013 05:20
User photo
Jonas Schwertfeger

Hey Justin,

This article is about providing email-only support to customers and hiding any functionality from customers that would allow them to sign up/login with Zendesk. When our customers visit our Zendesk portal from their mobile device do not only see the forums and the "submit request" button but also a "my requests" button as well as a "sign in" link. If you are providing email-only support, as discussed in this article, those links and buttons should not be there. They only confuse people. I thought I could hide these UI elements with the global CSS trick but as it turns out, the mobile interface doesn't work with Zendesk widgets at all. So, how do I get rid of those buttons and links?

Thanks!

February 10, 2013 05:38
User photo
Justin Seymour
Zendesk

I'm not sure there's a way to nuke those elements in the mobile interface using CSS. It might be possible with some custom Javascript that carries over to the mobile side, but I can't say for sure. Can you send a quick email to support@zendesk.com with your comment above? I'll see if we can get something to work. 

February 10, 2013 07:00
User photo
sales
jetbrainssales

How do you determine triggers for merging comments? It would be great to have the option to remove ticket numbers from the comments that are sent to the customers!

February 16, 2013 05:58
User photo
Justin Graves
ensign

I'm note sure what you mean by "merging comments" but you don't have to expose the ticket number to your customers if you don't want to.  Just use placeholders that don't contain the ticket number (like ticket.id).  Check out the link below for details on placeholders.

https://support.zendesk.com/entries/20203943-zendesk-data-object-pl...

February 18, 2013 14:10
User photo
Justin Seymour
Zendesk

Just to clarify: 

  • You can merge entire tickets, but it must be done manually via the web portal. 
  • Comments cannot be merged.
  • Triggers have no merge capabilities.  
February 19, 2013 06:33
User photo
Daniele Bottini

Hi all,

I'm struggling to find out a way to prevent the end-users to open tickets via email, to force them to use the web portal instead. I would like a web-based support only, not email-only which this article is referring to.

Basically I need them to fill the tickets fields, to allow a pre-classification of the request.

Any chance to do that? Is it possible to do that for single user (or group/organization basis)?

Also, a warning message to user attempting to open a ticket via email should bounce back, with instruction to browse to zendesk web portal.

Thanks in advance.

April 09, 2013 03:01
User photo
Skip Moore
Zendesk

@Daniele, If you don't publish your email then the customers shouldn't be able to submit tickets via that. If by chance they figure out the email. Create a trigger with conditions on ticket create and ticket channel is email solve the ticket and and notify the end user to open the ticket via web portal. 

April 09, 2013 09:08
User photo
Marisa

Hi there, I have been through this process but have changed my mind and want people to be able to sign up and login.  How do I recover the sign up and login pages?

April 30, 2013 02:13
User photo
Brandon K.
Zendesk

Hey Marisa,

If you've hidden these pages using CSS, you will need to go to Settings > Extensions and disable the CSS widget you created. If you followed the instructions to the word, it should be titled 'Hide end-user access links'.

April 30, 2013 14:44
User photo
Marisa Alaniz

We have our Email Only Help Desk set up and have removed all links to our Zendesk site.  I am wondering if there is a way to avoid directing customers to this site for Satisfaction Ratings since 2011's post asking the same question.

May 23, 2013 11:38
User photo
Anel Brkic
mondiamediamena

Hi @all,

can someone help me? I am trying to remove the hyperlink from my E-mail triggers without removing the entier header...but I have failed every time...ist that even possible? here is my HTML code:

<html>

<body>

<div style="margin:0px auto; text-align:center; font-family: Helvetica; font-size: 12px; color:#f8f8f8;padding-bottom:6px">

  {{delimiter}}

</div>

<table cellspacing="0" cellpadding="0" width="100%">

<tr>

  <td>

    <table width="100%">

      <tr>

        <td style="font-size: 12px; font-weight: bold; color: #f8f8f8; line-height: 1.5em;font-family: Helvetica; width: 100%;text-align: center; background: #2eb3da; padding: 8px; margin:4px">

          <style>.zd {color:#FFF;}</style>{{header}}

        </td>

      </tr>

    </table>

  </td>

</tr>

<tr>

  <td style="text-align:center;padding-left:4px">

    <table width="100%">

      <tr>

        <td style="font-size: 12px; font-family: Helvetica; color: #f8f8f8; font-style: normal; font-variant: normal; padding:8px; text-align:left">

          {{content}}

        </td>

      </tr>

    </table>

  </td>

</tr>

<tr>

  <td>

    <table width="100%">

      <tr>

        <td style="font-size: 12px; font-weight: bold; color: #f8f8f8; line-height: 1.5em;font-family: Helvetica; width: 100%; text-align: center; background: #2eb3da ; padding:8px">

          {{footer}}

        </td>

      </tr>

    </table>

  </td>

</tr>

</table>

</body></html>

 

May 27, 2013 01:50
User photo
Brandon K.
Zendesk

@Marisa: Unfortunately, Zendesk requires your users to log in to their account to rate their satisfaction. This is a security feature to prevent agents from spoofing the rating or logging in and changing a bad rating to good. If you wanted to prevent the satisfaction email from going out at all your could definitely do this. If you go to Admin > Settings > Customers > Satisfaction and unchecking the option 'Allow customers to rate tickets'.

@Anel: I'll see if I can get someone more technically inclined than me to jump in here and review your code!

May 28, 2013 14:11
User photo
rmichel
Following up on the question asked by Jonas S. above. How do I remove the "My Requests" and "Log In" options from the mobile web portal? I have been able to do it in the regular web portal, yet no solution has been given for doing this in the mobile version. Justin above told Jonas to submit a support ticket, does anyone know what the result of that was? I'm sure I am not the only one wondering how to accomplish this. Or maybe I am?
May 28, 2013 15:54
User photo
Jennifer Rowe
Zendesk

Hi rmichel,

It looks like Jonas S never submitted a ticket. I was going to open a ticket for you, but I see you've already done that. Hopefully you'll have the answer soon. If you can report back here, that'd be great. I'm sure you're right--other people must be wondering about this. When we have the answer I can update this article with the info for everyone.

Thanks! 

May 29, 2013 09:50
User photo
Nico Colangiuli
Zendesk

@Anel,

HI Anel,
You just need to remove{{ticket.url}} placeholder from any triggers that notify users.

1. Login to your Zendesk;
2. Browse to Business Rules > Triggers;
3. Edit all triggers that notify the users;
4. In the dynamic content section remove the {{ticket.url}} placeholder, and change the this sentece: "To add additional comments, reply to this email or click the link below:" to "To add additional comments, reply to this email".

June 10, 2013 04:25
User photo
Sylvain Petit
taulia

Hi,

If support is set up as described in this article, can end-users in Organizations still check on theirs and others' end-users' existing requests?

Thanks

June 23, 2013 02:21
User photo
Laura D.
Zendesk

Hi Sylvain, 

If you remove the login link options in your web portal (as described in this article) your users won't be able to sign in. Signing in is the only way end-users within shared organizations can see tickets they are not the requester on, so no, they won't be able to see those existing requests if you set up your portal as described here. Maybe a "closed" helpdesk would be a better option? 

In a closed helpdesk you can restrict end-user acces to only being available to end-users you add - they will be able the only outside people able to sign in and see existing requests. Your web portal content can be public or private as needed. 

June 28, 2013 12:34
User photo
klh

+1  on rmichel's request.

"rmichel
Following up on the question asked by Jonas S. above. How do I remove the "My Requests" and "Log In" options from the mobile web portal? I have been able to do it in the regular web portal, yet no solution has been given for doing this in the mobile version. Justin above told Jonas to submit a support ticket, does anyone know what the result of that was? I'm sure I am not the only one wondering how to accomplish this. Or maybe I am?
May 28, 2013 15:54"


 

July 15, 2013 19:22
User photo
Jennifer Rowe
Zendesk

Hi klh,

Here"s the answer to rmichel's question above (unfortunately you can't do it):

"I apologize, but we do not currently offer any CSS customization to the mobile version of the web portal."

Sorry about that!

 

July 16, 2013 08:51
User photo
Lucas Nelson
rsvpcomau

You say "You can add the Feedback Tab to your Zendesk" but don't provide the details. I'm trying to do this and struggling. Can you please include the steps required.

August 29, 2013 20:56
User photo
Lucas Nelson
rsvpcomau

Apologies, never mind, I found https://support.zendesk.com/entries/20990726-Setting-up-your-Feedba... which has the details I was after.

August 29, 2013 21:32
User photo
Laura D.
Zendesk

Glad you found it Lucas! I'll see if we can get a link added to the spot where we mention the Feedback tab at the top, I'm sure other people have wondered the same thing. 

September 03, 2013 15:52
User photo
Jennifer Rowe
Zendesk

Sorry you had a problem finding the doc, Lucas. It should have been linked--and now it is! Thanks!

September 13, 2013 10:41
User photo
Christian Larsen

Hi

I am looking for a way to allow existing users to log in and check their existing requests including closed tickets. I have been able to do this using a closed helpdesk and the following css widget:

li.main.clazz.tab_new, #voting_control, #footer, #comments_section {display: none;}

body.entries.entries-show .content.content_green {display:none;}
body.access.access-unauthenticated .content.content_green {display:none;}

The one thing missing now is to be able to disable the ability for users to create a follow-up ticket, as this is still left as a choice in the closed tickets. I have not been able to find a way to disable this link by CSS. Do you have any hints for doing this?

October 17, 2013 03:09
User photo
Laura D.
Zendesk

Hi Christian, 

Sounds like you mean the footer that appears at the bottom of a closed ticket. If so, I was able to find the following Javascript in some past tickets. It should still work for the web portal: 

$j("div.action:contains('This request is closed')").parent().hide()

Hope that helps :)

October 17, 2013 16:10
User photo
Christian Larsen

Thanks Laura, that solved it. The follow-up option at the bottom is now gone :)

October 18, 2013 00:30
User photo
Laura D.
Zendesk

Good to hear, let us know if you come across any more questions!

October 18, 2013 10:42
User photo
Magtalas, Maricel

From the header, i want to hide the sign-up but leave the login available. The #top-right code hides both those links, but we need agents to be able to login.

November 11, 2013 11:12
User photo
Anthony Roman
Zendesk

Hi @Maricel. You can use this JS instead:

$j('div#top-right').html('<a href="/login">login</a>');

Thanks!

November 14, 2013 20:35
User photo
Ewhite
flightapps

I have a majority of my users who only contact us via email- so they want to be able to view attachments without logging in, and this appears as if it would save our support desk time (we send attachments, then get a response that they just get a link- won't sign in and can we email it directly).

But.... I have a handful of clients who do login and track their organizations tickets and ticket status.

 

After reading this- it appears to be a all or nothing? Is there a way to enable attachments to be viewed without logging in without removing the sign in feature for all users?

January 10, 2014 08:44
User photo
Arthur Mori
Zendesk

Hi Ewhite,

You can enable attachments as public by going to your Ticket Settings. See this explain on top

January 19, 2014 00:37
User photo
Tessa VanDalsem

I'm currently using the "Swiftest Elk" theme for my Help Center, but I do not see 'Edit Theme' in order to get rid of the sign-in button.  Is there something I'm missing?

January 30, 2014 16:09
User photo
Laura D.
Zendesk

Hi Tessa, 

The Starter plan doesn't provide access to code editing for themes only the options to switch themes and basics like colors, logos, favicons etc. which are available below the theme selector. Sorry for the confusion!

January 31, 2014 11:06
User photo
Sylvain Petit
taulia

Hello,

We decided into my organization to have an open Zendesk, meaning that anyone can submit requests.

Also none of our end-users are requested to register, therefore we removed the log in link adding this extension:

li.main.clazz.tab_requests, #top-right, #voting_control, #footer, #comments_section {display: none;}

body.access.access-unauthenticated .content.content_green {display:none;}
body.entries.entries-show .content.content_green {display:none;}

 

Now we would like to grant access to only one of few end users.

But the "Check exsting Request" is gone because of the code.

Is there a way to only have the  "Check exsting Request" tab but not the log in link?

 

Thanks

March 12, 2014 11:55
User photo
Anthony Roman
Zendesk

@Sylvain - If you do not want to hide "Check existing request", remove "li.main.clazz.tab_requests" from your CSS code. It will now be:

 

#top-right, #voting_control, #footer, #comments_section {display: none;}
body.access.access-unauthenticated .content.content_green {display:none;}
body.entries.entries-show .content.content_green {display:none;}

 

Thanks! 

March 12, 2014 17:05
User photo
Sylvain Petit
taulia

@Anthony, you rock!!!

and if I want it to be displayed when the end-user has logged in?

 

thanks

March 13, 2014 04:22
User photo
Arthur Mori
Zendesk

@Sylvain - you would need a Javascript code to detect user login, you can use the code:

  

if(!Zendesk.currentUser['isAnonymous'])
{  
   $j('#top-right, #voting_control, #footer, #comments_section').css('display','block');
   $j('body.access.access-unauthenticated .content.content_green').css('display','block');
   $j('body.entries.entries-show .content.content_green').css('display','block');
}

Hope this helps, if you need further assistance with this please email us at support@zendesk.com

March 13, 2014 06:02
User photo
Michał Gonciarz

Hi! Is there any way to actually turn off emailsupport and leave the possibility to submit requests only via web portal? Of course I would like to keep also email notifications for end-users.

March 28, 2014 14:40
User photo
Benjamin Goff
Zendesk

Hi Michal! You can restrict quite a few things, but there isn't an option to completely shut off all email support. However, I might have a workaround for you. You could remove all of your Support Addresses from, Channels>Email until you're down to the default starter email, which can't be removed. And then you could create a trigger so that if you get a support ticket created via email, that the ticket is set to closed and the requester is notified that they'll need to visit your web portal to submit a support request. That should prevent you from getting emailed support tickets and will route your traffic in the correct direction.

April 01, 2014 08:11
User photo
Michał Gonciarz

Thank you Benjamin!

I have two questions to your advice, if I would left only email which I use for signing up (I belive you meant this one), all triggers and notifications will be sent from that email? If we would have 3 agents, who would be also an admins, which adress will be used?

April 01, 2014 12:06
User photo
Emily
Zendesk

Hi Michal, 

Just to make sure we're all on the same page, I'll clarify that the email channel Benjamin was referring to can be found at Channels > Email. There, you manage all of the support email addresses you've made available to customers; things like support@yourcompany.com or billing@yourcompany.com

Separately, your Agents will choose a primary email address for their individual Agent profiles. This email address will be their username and will be the address at which they receive trigger and automation notifications. Agents can also add secondary email addresses to their account if they might want to reply to the email notifications from an address other than their primary one.

Your End-users will never see the email address on the Agent's profile. No matter which Agent is replying to their ticket, the email notifications the End-user receives will appear to be coming from your support addresses under Channels > Email. In short, the email address on an Agent's profile has no effect on the support addresses you set up under Channels > Email. And, in your case, the email addresses under Channels > Email are not going to be in play anyway.

As long as you don't give out a support address to your customers, they won't know where to email you in the first place.

If you are actually asking what would happen if a customer accidentally emailed an Agent directly at that Agent's email address on file with Zendesk, the Agent would be able to forward that email into Zendesk as a ticket as long as three things are true:

1. The Admin in your account must first enable Agent Forwarding at Settings > Agents.

2. When the Agent receives the email at their personal email address, they must only click 'forward,' enter your support email address for Zendesk, then click 'send.' If they make any other alterations to the email before forwarding it into Zendesk, agent forwarding may not work properly. (The most likely outcome, if other alterations were made to the ticket, would be that the Agent would be set as the Requester of the resulting ticket).

3. The original email must have been sent to one of the email addresses on file with the Agent's Zendesk profile.

IMPORTANT: If you did build the trigger Benjamin mentioned, it would fire on an agent-forwarded ticket, setting it immediately to a status of closed. Once closed, it could not be reopened or edited. If you were just asking about agent-forwarded tickets, you probably don't want to set up the work-around mentioned in Benjamin's comment. 

If there are still questions, let me know and I can create a ticket on your behalf to discuss further. Hope this helps!

April 02, 2014 10:56