Enabling anyone to submit tickets in Zendesk Support Follow

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As described in Configuring how end-users access and log in to your Zendesk, you can configure your Zendesk Support instance to be open, closed, or restricted. Open means that you do not restrict any users from submitting support requests and interacting with Zendesk Support. You have the option of also requiring your users to register, which means that each user needs to verify their email address and create a user account and select a password. You may want to require registration if you want to reduce the potential for spam tickets and to verify that the email address used to submit a ticket is from a real person.
Note: Zendesk detects most spam email messages and places them in the Suspended Tickets view so that you can delete or recover them. See Viewing, recovering, and deleting suspended tickets in the Zendesk Support Agent Guide.

This article includes the following topics and configuration instructions:

To place restrictions on who can access and use your instance of Zendesk Support, see the following articles:

Understanding what an open Zendesk Support instance means

Not requiring registration means that all of your users are unverified (users are not prompted to verify their email addresses), which is fine if you don't need or want your users to visit and use your Help Center (for example, see Setting up to provide email-only support). Registered users are verified, meaning that they (or you) have verified their email addresses and user accounts have been created.

Even though you don't require users to register, your users still have the option of registering and creating a login to use your Help Center, unless you modify your Help Center to hide the Sign Up and Login pages.

If you would like to provide open support, you have two options: registered or unregistered end-users. You can add users or they can add themselves.

Keep in mind that if your settings allow anyone to submit tickets, any visitor to your site can register while submitting a support request. This means they'll be able to access Help Center content restricted to signed-in users. For more information, see Configuring how end-users access and sign in to Zendesk Support.

Anybody can submit tickets, no registration required

If you don't require registration, you can permit any user to submit a ticket by following these instructions.

To allow anybody to submit tickets, no registration required

  • Click the Admin icon () in the sidebar, then select Settings > Customers.
  • Select Anybody can submit tickets.
  • Do not select Ask users to register.
    Note: This option is not visible if you started using Zendesk after August 20, 2013 and you haven't activated your Help Center yet.
  • Click Save Tab.

If you don't require registration, users do not receive the welcome email, which prompts them to verify their email address and create a password so that they can log in to your Help Center. Instead, they get an email notification that their request has been received:

If you don't want your users to visit your Help Center, because you provide support via email only for example, you can remove the link to the ticket that is contained in the triggers that are used to send email notifications when tickets are received and updated. For more information, see Removing ticket links from your notifications.

The entire ticket lifecycle (from new ticket to solved ticket) can happen via email messages between the user and the agent. For example, if the user responds to the support request received email message, a new comment is added to the ticket.

If you leave the ticket link in the email notifications, the user has the option of clicking the link to register and create a password so that they can log in and use your Help Center and track their existing tickets, submit new support requests, and so on.

Tickets from registered users who are not signed in will be flagged

With an open help desk you can allow customers to submit tickets without registering for an account or signing in to an existing account. This enables your customers to get help quickly, without taking extra time to register or log in.

However, if a customer submits a ticket without signing in, it will be flagged. This is done because the user supplies an email address when they submit the ticket, and it is relatively easy for a user to pretend to be someone else by using an email address they don't own. So there is an inherent risk that comes with allowing ticket submission by users who are not signed, and it can be an opportunity for social engineering.

The flag brings attention to the potential risk, without affecting the workflow of your end-users and agents. The flag appears as a warning icon beside the first comment in the ticket. The ticket is not flagged in any ticket views. You can hover over the warning flag to get more information.

To handle a flagged comment
  • If you are comfortable with the comment, ignore the warning flag and handle the ticket as you normally would. You cannot remove the flag.
  • If you are not comfortable with the comment, you can raise a concern with your manager or consider temporarily suspending the user.

    Depending on the nature of the comment, you might want to raise a concern about the ticket with your manager. Also, you can consider temporarily suspending the user, to prevent them from submitting more tickets, until you can investigate and feel comfortable enough to reinstate the user. (See Suspending a user).

Note: If you continue to see flagged comments by the same user, and you think that person might be trying to gain unauthorized access to your Zendesk, please contact our customer service team.

Anybody can submit tickets, registration required

When you require your users to register, the support request workflow changes. Rather than the user's support request immediately becoming a ticket, it is held in limbo until the users (or you) have verified their email address. After verification, the ticket is added to your Zendesk.

Note: Verifying users is described in Verifying a user's email address.

The registration workflow is described in Registration.

To allow anybody to submit tickets and require registration

  1. Click the Admin icon () in the sidebar, then select Settings > Customers.
  2. Select Anybody can submit tickets
  3. Select 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. Click Save Tab.

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 public or private. Adding 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.

To allow public attachments in incoming email support requests

  1. Click the Admin icon () in the sidebar, then select Settings > Tickets.
  2. In the Attachments section, click to enable the Customers can attach files setting.
  3. Make sure the setting Require authentication to download is disabled.
  4. Click Save tab.
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Comments

  • 0

    Can we get the flag notification moved? It covers some of the text of the customer's comment and so we have to copy and paste it elsewhere to see what we are missing. It is only a few characters, but in cases where they are providing critical info or times of day, etc. we need to see everything.

  • 0

    Hi Dee! Do you think you could post a screenshot of what you're experiencing? I just want to make sure I understand exactly what you mean.

  • 0

    The problem is that my tickets are not showing Attachments, im using the 3 agents version account.
    How can I solve this issue ?

    Also how can I set automatic verification for all emails ?

    I only need email support for the moment.

  • 0

    Hi Alvaro!

    You'll need to make sure that your attachments are not exceeding the size limit for your plan type. That's usually the culprit in this situation.

    If you're doing email-only support, you don't need to worry about verifying customer emails, because they will not need to log in to your Help Center.

    Please let me know if you have any other questions!

  • 0

    When you enable the ability for customers to register or anonymously submit a new ticket, what's the URL for them to do this?

    Also, if you force registration, can you still submit tickets via the API without registration?

  • 0

    Hey Will!

    There isn't a special URL that is enabled for users when you allow then the ability to submit tickets anonymously. The system just allows them to submit a ticket through your email chat or web form channel without registering for an account first.

    Regarding the submission of tickets through the API, whether or not the ticket is suspended depends on how you setup/make the API call. If you're passing in the ticket of an unauthenticated user using an admin/agent credentials in the call, it will create a brand new user and allow that ticket into the account. If you setup something like a custom html ticket form which utilizes the end-user credentials for authentication, that will cause the ticket to be suspended just the same as if an unauthenticated user sent in an email.

    I hope that helps but feel free to reach out if you have any follow up questions :)

  • 0

    Thanks for the answer. I looked into it more. The reason I was asking was because I couldn't see where/how a customer might ask a question. I was going to try and figure out how to add it. That part of the UI is hidden to me since I'm an agent/admin. When I looked while not logged in, I saw it just fine.

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