Permitting only added users to submit tickets

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  • Corrin Duque

    Seems this article is missing the links to referenced information.  I was especially hoping to view the link that is missing for "Adding many users in a bulk import":

  • Aimee Spanier
    Zendesk Documentation Team

    Hi, Corrin. I've updated the article, thanks for letting us know about the missing links. Here's our article on bulk importing users:

    Bulk importing users and organizations

    I hope that's what you're looking for - let me know if you need anything else.

  • Jim Zucker

    We want to only allowed signed-in users but with that group we want to limit who can submit ticket is there a way to solve that? 

  • Yvonne Topete

    What is the work around for restricting the submit ticket/my activities area of the guide for one particular user? I was told some custom coding could be done for this. Could you point me in the right direction? 

  • Nicole Saunders
    Zendesk Community Team

    Hi Yvonne -

    I'm not certain about customizing for a single user, though it may be possible. I would recommend posting your question in the Guide Themes & Customizations Topic in the community. Many of our customization experts follow that topic and may be able to help you determine the code or find the right resources to help you out.

  • Rohan Sherrard

    Have been struggling to determine a way to handle security in Zendesk and Zendesk Guide.

    We don't want everyone to be able to access the guide.
    Only verified users should be able to login via the guide.
    Anyone can email in a support request to create a ticket.

    The product has too tightly coupled the idea of a guide with creating support tickets, probably because the platform is focussed on b2c rather than b2b.

  • Devan - Community Manager
    Zendesk Community Team

    Hello Rohan,

    So the best way to go about accomplishing this would be to require those to access your guide content to require approval from an admin or agent who has permission to approve new users/clients. I've gone ahead and added a guide that will help navigate how to go about setting this up on your end.

    Let me know if this helps and if you have any questions and appreciate the inquiry. 

  • Sebastian


    We want the helpdesk and the contact form to be available for everyone, so to anon users as well. However, there are certain topics in the contact form that we would want the users to have their email address verified.

    Ideally it would be like this:

    Everyone can send a request through the contact form.
    If we see a certain topic was chosen automatically a verification email should be send out. When the user verified the email address then the agents should check if the email address is verified before answering.

    How can this be done selectively?

    Thank you!

  • Devan - Community Manager
    Zendesk Community Team

    Hello Sebastian,

    So what you are asking is something that can not natively accomplish. This would have to be implemented via customer code/javascript. I've gone ahead and linked an article below that will assist in how to start this process.

    Use the Zendesk API

    Best regards.

  • Zengel, Brian

    We are just now releasing our Help Center, which means we already have a bunch of users already set up (all communication has been through email) in Zendesk.  Is there a way to send them a "welcome" email to Zendesk, where they can set up a password?  The option I can see is to use the "reset" password function under the user profile.  Thanks

  • Gail L
    Zendesk Community Team

    Hi Brian,

    If the users are already verified then you can't resend the welcome email that gets sent when new users are created (just the password email you mentioned). However if you want to send a message to group of your existing users you could use something the Proactive Ticket App to send out an email with instructions and the welcome language to introduce them to your new help center. 


  • Alex Short

    Hi Zendesk - 

    Can we please have the understanding of how to do the below? 

    1. A user(our client)  does some action in our website. (e.g: filling a form) and we have their email address in our database. Note that user does not send any email to anybody. He/she just clicks on a button or fills a form.

    2. Our backend calls Zendesk API

    3. Zendesk should create a ticket , in a way that it seems our client has created this ticket (the ticket should be ready to be replied to the email of our client)


    Is this possible? Thank you

  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Alex,

    Good day.

    Do you have ticket form and web widget enabled on your Account? if yes, then once the customer filled out the form, it will automatically create a ticket on your Zendesk instance.

    You can use Using Web Widget to embed customer service in your website to know more information about it.

    All the best



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