Enabling anyone to submit tickets in Zendesk Support Follow

Comments

7 comments

  • Avatar
    Jessie Schutz

    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.

  • Avatar
    alvaro

    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.

  • Avatar
    Will Strohl

    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?

  • Avatar
    Jessie Schutz

    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!

  • Avatar
    Will Strohl

    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.

  • Avatar
    Justin Smith

    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 :)

  • 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.

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