Forums/Product news and updates/Release notes

Goodbye reCAPTCHA, easier customer request submission & more

Jake Holman
posted this on February 09, 2012 13:53

Hello everyone!

This week I'm excited to announce a couple of changes around making your customers lives much easier.

New Stuff

  • reCAPTCHA has been removed from all logged-out request submission forms, and replaced with something completely no-touch for end-users. This means end-users will only see reCAPTCHA if and when they go through the user registration process.
    • [Update] After popular demand, if you'd still like to enforce reCAPTCHA on your account, you can do so by going to Settings > End-Users. When "Anyone can submit tickets" is enabled, you'll be able to see an option to enable reCAPTCHA. 
  • We've removed the requirement for users to have to log in to submit a request if they already have a Zendesk profile, if your account allows for anonymous ticket submission. That means if a customer submits a request while logged out, but already has an account, they can "verify" their request submission by either clicking a link in an automatic email or by logging in. Until then, the ticket will be suspended to protect against spoofing until either the Customer or an Agent verifies the request.
  • When agents are setting up their direct line for Zendesk Voice, they can now add in their extension so Zendesk Voice can still call you.

Fixed Stuff

  • We've temporarily disabled the option to "sync custom fields" when creating a JIRA sharing agreement. This option will be reinstated in the future.
  • Suspended users were still able to submit tickets if they did so from the anonymous ticket submission form (the form seen when submitting tickets while not logged in to Zendesk)
  • When the new & improved Highrise widget was on a page where it could not find a requester to search in Highrise for, we would attempt to present all contacts in your Highrise account. This was fixed earlier in the week.
  • In some cases Zendesk would attempt to append agent signatures to outbound Tweets. This wasn't intended and should no longer happen.
  • Zendesk Voice and Chat dropdowns in the Agent interface were impossible to interact with on the iPad. Now when you click on these areas in Zendesk, you can actually see the drop downs as expected.
Hope you enjoy this weeks round of updates, and look forward to any feedback you might have!


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Tom I.

When logged in as an agent and clicking on the "Views" header, it now takes you to the editable list of views instead of just the default view of tickets. Is this intentional, and if so is there any way to go back to the previous functionality? I would assume that an an agent would want to go to the default View much more frequently than editing views.

February 09, 2012 14:04
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Alan Conroy
Project CS Beta Testers

I find the logic of the anonymous ticket submission a bit strange, from my testing here if I am already registered with the helpdesk and I submit a ticket without logging in the ticket is suspended and the user is emailed. However if I am not registered at all with the helpdesk then my request automatically processed into a live queue.

I would have thought it would be the other way around, an existing user is less likely to be a spoof/spam user than a brand new user, so the ticket from the existing user would go to a live queue while the ticket from the new user would be suspended pending verification.

I'd be interested in your thoughts/comments.

February 09, 2012 15:29
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Jean-Marc Massou

"We've temporarily disabled the option to "sync custom fields" when creating a JIRA sharing agreement. This option will be reinstated in the future."


Hope this is just temporarily, because it is usefull ! What about actual mapping field, and how long does you plan to block this very usefull feature ?

February 13, 2012 09:48
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Jake Holman
Product Manager

@Jean: Shouldn't be too long. We simply had some confusion around name spacing and other geeky stuff which caused a lot of pain for JIRA customers. We're working on addressing this. 

February 13, 2012 09:55
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Maya Shoval

I'm with Alan, this new change for non-logged in users is strange, and it totally messes up our triggers.

Is there an option to disable this for a specific help desk account? 

February 16, 2012 01:28
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Andy Gambles
Please fix your new suspend non logged in user 'feature' or at least make it optional. Making forced changes like this just makes a better case for a self hosted system rather than Zendesk.
February 18, 2012 02:25
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Andy Gambles

What makes this 'feature' even worse is that you can not access suspended tickets from the iPad or iPhone application.

February 20, 2012 03:13
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Donnie Byrd

I have to agree with Alan on this. What is the point of having the Anonymous request feature if the  users who are already registered have their ticket go into this suspended status but it doesn't happen to those who are registered?

August 14, 2012 14:08
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Donnie Byrd

*but it doesn't happen to those who are *NOT registered?

August 14, 2012 14:09
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Avi Goshen

That's the whole point of Anonymous Requests no?  It allows them to enter the system without needing to register.  That feature is very important to us as we don't want to require people to create an account to submit a request and get help.

I agree about registered users, I don't really like that registered users who are logged out get their tickets suspended but not sure what the alternative is.  Perhaps an option to login when creating the ticket if user is recognized as registered?

August 14, 2012 14:17
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Ben Greiner

Since this change we have found several requests from registered users -- our clients (!) -- in our suspended tickets queue and this has delayed our response and hurts our performance. How can we fix this?

August 16, 2012 07:18
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