Configuring end-user access and sign-in

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52 Comments

  • Brian Likosar
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    Where you mention "2-factor authentication can be turned on by agents and administrators on an individual basis", did you mean to say "2-factor authentication can be turned on for agents and administrators on an individual basis." ?

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  • Kyle Jones
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    Hey there Harry,

     

    This is definitely a good question and I don't believe there's a native way to restrict user access to submitting tickets on a number basis, sadly. However, I'm thinking this is something you can set up triggers for, but this would require a lot of work and I don't think it's something we can go over while within a community post, but I would be happy to try to flesh this out with you within a ticket! (I will be creating a ticket for you after this reply.

    If a user submits a support request, but you have "Anyone can submit tickets" turned off, they will receive nothing. However, this will create a suspended ticket that alerts you to the request being made, but it does not create a ticket. See more about this here ( https://support.zendesk.com/hc/en-us/articles/203663746 )

    Since nothing is received it cannot be controlled, but if you were setting this up via triggers you may be able to send out a response for these specific people. (We would need to clearly define your workflow before we can work this out.)

    This is equally something I think we should discuss in a ticket since it's with the general workflow of creating a trigger for these users.

    Thank you!

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  • Mike Dixon
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    @Karen -- I would use a custom request form and place it in a restricted section of your Help Center.  That way, you can limit access to it only the users you want (either by tag or organization).

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  • Dennis Lynn
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    Unfortunately not - the feature you would need for this if you are looking at our Guide plan comparison is listed as "Personalized portal". This is what would allow your end users to log in to the Help Center and see the "My Activities" link I mentioned earlier. 

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  • Mayank M
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    Hello, I'm trying to accomplish JWT single sign on via my application into Zendesk. I was able to do SSO for "Agents", but same snippet of code is not working for "End-users". Is there a known issue or configuration for this?

    I can share my code for those who are interested.

    Thanks in advance.

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  • Justin Smith
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    Hello Irene,

    Thanks for the questions! 

    The nice thing about the Zendesk suite of features is that you can pick and choose which options fit your organization best.  Guide for example has different plan levels that you can choose; ranging from a higher priced Enterprise plan with lots of customization options to the Lite plan which is completely free, but is also a bit more feature-limited.  

    The customer facing portion of the Zendesk account is run off of Guide, so if your goal is to test out what it's like for your customers to login to their portion of the customer facing portal, you will need to pick one of the Guide plans.  As it sounds like your business already has your own website and isn't in need of a Knowledge base, I would recommend the free Guide Lite plan, as that is free to use.  Once you pick your plan level you'll just need to activate the Guide page from within the Settings and you'll be free to access it just like a customer would.  

    Here is a link to our Guide Resources page that has a lot of really good material that can help give you some direction in the setup process, so check that over and feel free to reach out again if you have any other questions!

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  • Info Email
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    hi Zendesk team,

    i want to pass the users credentials using the API so that the following will happen:

    • When initiating chat, you no longer need to enter email and name

    • When submitting a ticket, you no longer have to enter your email

    • When submitting a ticket, you no longer need to Captcha

    • You’re now able to view your ticket history in the Help Center

    can i do it ?

    if yes, how?

     

    thanks!

     

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  • Rebecca
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    Hi Weop-

    I think this resource from OneLogin should help you get SSO setup for Zendesk:
    https://support.onelogin.com/hc/en-us/articles/204210800-Provisioning-for-Zendesk

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  • Chris
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    I'm curious how Zendesk manages the following use-case.

    We have organization set up based on email domain --- say Bob@XYZco.com --- he's an employee of XYZco.

     

    When the user signs up (or sends an email) -- they can verify their account/ verify access to the email.

    What happens when Bob leavex XYZco and is no longer an employee, nor can access his email? Does his "online sign-in" still work?

    Or is there a way for Bob to still access and respond to tickets through his long-gone corporate email (potentially) via the web (not an actual email client)?

    I'm not actually asking about our own Zendesk environment (we don't enable logins/ passwords) --- but a partner we submit tickets to that appears to have this hole that allows former-employee access.

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  • Harry Klein
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    Hi Zendesk,

    I want to limit access to customer support to designated people. For example, one customer may be allowed to have only one contact, another two, and another three. It's clear how that use case works (create accounts for them). What happens when someone sends a support request who doesn't have an account? Can we control that message? Can we use triggers to direct them to the person within their organization who can request support?

    Thanks,

    Harry

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  • Heather
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    Hi There!

    My company is currently working on a Zendesk site that will (sort-term) ONLY be used for the Knowledge Base feature (documentation repository.)  Most of the information on the access and authentication configurations seems geared towards how it affects when/how/by whom support tickets can be submitted, but I was wondering how these configurations play out when only the documentation repository is being utilized and there is no support ticket workflow being used.  Are there any recommended best practices for how to set up a Zendesk site with the caveats that:

    • No support ticket workflow is being used, only documentation repository
    • Both internal and external users can access the site, but the general public should not be allowed access.

    Any tips/recommendations on access set up based on these requirements would be greatly appreciated!

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  • Thor
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    We have SSO enabled, but we're going to allow end users to browse our Help Center if they have the direct URL (not requiring login). However, when they go to submit a ticket from the Help Center, we would like to require login for this. How would we go about setting this up?
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  • Brian Manning
    Comment actions Permalink

    Eugene - Unfortunately there isn't a native GitHub SSO solution. There may be other social media services that you could rig with JWT or SAML. From what I can tell GitHub only supports SAML in Enterprise accounts.

    If you figure out a way to enable a new social media login I know everyone would love to hear about it. 

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  • Nick Malone
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    @Mayank M,

    There are no known issues with end-user or agent JWT sign-in that I am aware of. I will be creating a ticket for you so we can look into this further.

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  • Christine Berry
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    We will be using the Web Widget on our website to allow Users to enter tickets. We also want to allow some users to sign into Zendesk to view their companies tickets. Do we just set them up with an organization and a User profile?

    Do they just sign onto Zendesk.com using their email and password, and they can only see their organizations tickets.

    And this would be outside of our website and web widget?

     

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  • Jessie Schutz
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    Hi Jenna!

    It's not possible to make changes to the registration form. How do you determine which users are put in which Organization? If you do it by email domain, you can have them assigned to the correct Org automatically.

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  • Damian Wallace
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    Is there any way to require registration on one brand, but not another.  Our use case is that we have a retail offering that we want anyone to be able to open a ticket, and an enterprise solution that we issue logins to the admin.  Each has different business rules, SLAs, etc.  It seems like multi brand option doesn't seem to support this?

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  • Saurabh Sinha
    Comment actions Permalink

    Hi,

    We have recently set up Guide for our users. I was wondering if there was a way to provide end-user specific information on the guide. For example, if a customer signs in, I could show them a page called "Where is my order?" where the last 5 orders from this customer and their current status are shown.

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  • Mike Dixon
    Comment actions Permalink

    Will single sign on (JWT or SAML) also create new user records?   In other words, a user registers in our database on 2/17/17 at 12:00pm and clicks our "help" link at 12:01pm.  Will the user record be created at 12pm?  12:01pm?  or do I need to send it to ZenDesk first using API?  Thanks in advance.

     

    EDIT: disregard, found the answer here: https://support.zendesk.com/hc/en-us/articles/203663676

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  • Joan Roda Vilella
    Comment actions Permalink

    Hi Rebecca,

    Right now we have a website with a complaint form, we don't want to change this.


    The idea is to take the data informed by the external users and through Zendesk API create the ticket in Zendesk, then we would like to send an URL to them so they can track the status of their complaints.
    Our employees are the only users authorized to create/manage tickets. Our customers create them through the API.

    But we have 2 requirements:

    • we don't want users need to log into Zendesk in order to check the status of their complaints
    • we don't want that anybody (except Zendesk Agents) could read any ticket. Each user without an authorized Zendesk account could only read the tickets created on their behalf

    Let me explain it with an example:
    User 1 creates ticket A. We send them an URL to check his ticket status http://mydomain.zendesk.com/tickets/12345
    User 2 creates ticket B. We send them an URL to check his ticket status http://mydomain.zendesk.com/tickets/12346

    But they could alter their URLs and check the status of each others tickets just altering the number of id (Zendesk creates correlative id tickets). We don't want that.

    We want that user 1 can check only the status of ticket A and that user 2 can only check the status of ticket B.

    We thought about adding the email of the claimant on the URL to check the identity but Jessie told us that is not possible, so we were thinking about the possibility that the URL only shows the original request and the answer of our agent, but no personal data.

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  • Jessie Schutz
    Comment actions Permalink

    Hi Carlos! 

    This should be possible using one of the SSO options in Zendesk. You can check out the details on that here.

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  • Jessie Schutz
    Comment actions Permalink

    Hey Brian! I'm not sure whether that's the wording that was intended, so I'm going to check with our Docs team and see what I can find out! Thanks for the heads-up!

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  • Irene
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    Currently I'm setting up Zendesk. I noticed with the ticket links that customers may also see tickets online. I wanted to try out this feature, but I'm really not clear on how I can test it. I tried logging in as a customer but access was restricted. I think it is because I don't have Guide set up (we've bought Zendesk this year). But this is where it gets a bit complicated. Do I need to pay extra for Guide if I'm on a Support plan? Why do I have to sign for an extra Agreement for Guide and what is the consequence of signing this? I do not need an knowledge base etc., as we have this featured on our own organisation website already. I just want to test what logging in to a ticket portal looks like to a customer, which restriction I can set and how this works, and whether this is a handy feature for us. So my question is do I need to setup Guide for this, does this mean our subscription fee will increase? It seems really complicated to setup Zendesk and it takes a lot of time to get through all the help pages, the information is a bit fragmented, it would be good if there was a good manual(s) and guides with a lot of examples (if you change or setup feature x, your output looks like y). Regards

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  • Jessie Schutz
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    Hey Joan!

    It's not possible to do what you're describing here...can you tell me a little more about your use case? There are email placeholders available that will include the entire contents of a ticket in the notifications that get send out to your customers that would eliminate the need for them to view the ticket on the web...is there a reason that doesn't work for you?

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  • Jenna Miller
    Comment actions Permalink

    Hi there Zendesk,

    Is there a way to add additional fields to the New User registration form? I'd like to add/require new users to enter their Organization and Location when they register, but can't easily see where or how to do that.

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  • Karen Soto
    Comment actions Permalink

    Hello, 

     

    I need my help center to be able to anyone who logs in but I need just specific users to be able to submit tickets.

    My help center must be private but not anyone who logs in should be able to submit tickets. How I configure this?

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  • Brett - Community Manager
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    Hey Chris,

    That would depend on the Zendesk environment. If the user no longer has access to the company email then they would not be able to reply back to tickets via email. However, if the Zendesk account allows users to access their tickets from the My Activities page they would still be able to log into the Help Center with their email address and password they've set up. That being said, if they forgot their password they would not be able to trigger a password reset email since they no longer have access to that email address.

    It would be up to the Admins who manage the Zendesk account on how they would address this. They could suspend that users profile so they can no longer sign in as well as delete the profile from the Support account. For more information on suspending users you can take a look at our Suspending a user article.

    Let me know if you have any other questions for me.

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  • Dennis Lynn
    Comment actions Permalink

    Hey Christine - you are correct, you would need to ensure that your Help Center is active and that you are on a Guide plan that allows users to see the "My Activities" page in your Help Center (available on the Guide Legacy, and Guide Professional plans). You would also need to ensure that the user has permissions set up to view all tickets in their organizations, as well as ensuring that each organization allows for end-users to see all tickets in that organization. This guide may be helpful in setting up this shared organization as well:

    Setting up a shared organization

    You would also need to provide your users with a link that allows them to access their My Activities page in Zendesk. The guide here walks you through the different authentication methods for Zendesk, but once they are signed in they will need to either click on the "My Activities" link at the top of your Help Center (seen once they are signed in), or provide them a URL which will take them directly to the My Activities page. 

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  • Justin
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    We love the social SSO options, but if someone is on a community page > sign up > confirms via email > enters password selection > they are then redirected to our help center home page. Is there a way to send them BACK to the community page they were originally on?

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  • Rob Stack
    Comment actions Permalink

    Hi Brian, thanks for this great catch! You are indeed correct that it should read "for", and I've made that change. We appreciate your help!

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