The Zendesk for Wordpress plugin includes a comment form that you can add to the Wordpress administrator dashboard so that your site users can easily submit support requests (see Setting up and using the Zendesk for WordPress plugin). By default, only your registered Zendesk users can submit requests. You can however allow your Wordpress site users who do not also have a Zendesk account (considered anonymous users) to submit support requests.
- Enable anonymous ticket submissions in the Zendesk for Wordpress plugin.
- Choose an existing Zendesk administrator or agent who is also a user in your Wordpress site to act as the delegator for anonymous requests.
- Have the assigned agent sign in to your Zendesk via the Zendesk ticket widget to authenticate their account.
This delegator role is simply a means to access your Zendesk and submit the request on behalf of the anonymous user. Depending on how your Zendesk is set up (open or registered users only), the requester may also be required to register with your Zendesk and create a login so that they can follow up with the ticket.
When you're setting the visibility permissions for your Wordpress site users (see Setting the dashboard widget visibility by user type), you should allow all agent users to see the ticket widget on their Wordpress dashboard so that they can sign in to your Zendesk to be authenticated via the widget, which is required to set up this delegation.
The delegation agent needs to login here before they can be assigned the delegator role:
- Log into Wordpress as an administrator.
- Select Settings from the Zendesk panel.
- You should have first enabled the contact form for one or more types of users via the visibility settings described in Setting the dashboard widget visibility by user type.
- Select the Anonymous Requests check box.
- Select a agent from the Anonymous Requests By drop-down list. Note: Only agents that have logged into your Zendesk via the ticket widget are shown in the list.
- Click Save Settings.
Anonymous users can now submit requests using the contact form on the Wordpress administrator dashboard.
Follow up on requests submitted via this form are handled through your Zendesk (Web portal and email, etc).
Another way to create tickets for anonymous users is to convert blog comments into tickets (see Converting a blog post comment into a ticket).