Configuring how end-users access and sign in to Zendesk Support Follow

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23 comments

  • Avatar
    Thor
    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?
  • Avatar
    Brian Manning

    HI Thor - You can restrict ticket creation by disabling the "anyone can submit tickets" setting. In your help center you will still have the option to set your sections to be visible to anyone. This will allow you to expose your help center content to anonymous users but still accept tickets only from registered users. Here's a great article on setting up a closed zendesk.

  • Avatar
    Eugene Ivantsov

    Hello,

     

    Is there any guide I can follow to add a new social media login button? Say, GitHub? Thanks

  • Avatar
    Brian Manning

    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. 

  • Avatar
    Mike Tocci

    We are evaluating Zendesk currently.  We would like to know if it is possible to automatically log a customer in when they log into our application, without any additional login steps.

  • Avatar
    weop

    How can I add my Zendesk Support credentials to my OneLogIn through the ZenDesk App?

  • Avatar
    Jessie Schutz

    Hey Mike!

    Have you had a chance to check out our SSO documentation? That should give you some useful information: Single sign-on (SSO) options in Zendesk.

     

  • Avatar
    Rebecca (Edited )

    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

  • Avatar
    Joan Roda Vilella

    Hi Zendesk,

    We don't want to force users to log into customer portal, but we don't want that anyone can see anyone's tickets.

    Would it be possible to send encoded links to the end-user? or maybe include end-users email in the request?

    Like : http://mydomain.zendesk.com/tickets/2nd23399dkdg

    or Like : http://mydomain.zendesk.com/tickets/12345?email=a@a.com

    Instead of: http://mydomain.zendesk.com/tickets/12345

    Thanks in advance!

  • Avatar
    Jessie Schutz

    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?

  • Avatar
    Joan Roda Vilella (Edited )

    Hi Jessie,

    Our idea is that our customers place their complaints through our website, then through Zendesk API we would create the ticket and give back a code or a coded URL like my example, so they can check the status of their ticket at any moment.

    Why do we want to hide/encode the URL? Because we don't want to force them to log into Zendesk or to give anyone outside our company access to all tickets.

    But I was thinking about a workaround, could it be possible that without login the tickets show only the question placed and the answer without the personal data of the claimant customer?

  • Avatar
    Rebecca (Edited )

    Hi Joan!

    I am not sure I understand for the workaround part why you're looking to hide the end user's name from the ticket view. When agents login to your Help Center they are only able to see tickets they requested and organization requests if enabled. If I am not clear on this, can you please elaborate a bit and we can see what we can do? 

    I may be wrong, but from your question, "could it be possible that without login the tickets show only the question placed and the answer without the personal data of the claimant customer?" are you instead referring to our Community? Do your end users create posts and add comments in your Community and you'd like to hide their identity? 

    If so, this is not possible with default functionality but I was able to get pretty close to accomplishing this by removing a few lines of code in the various Community templates: 

    For example  {{!--  <li class="meta-data">\{{author.name}}</li> --}} on the Community topic page template and 

              {{!-- <ul class="meta-group">
                  <li class="meta-data">\{{author.name}}</li>
                  <li class="meta-data">{{t 'created'}} {{date created_at timeago=true}}</li>
                </ul>
              </span>  --}}

  • Avatar
    Joan Roda Vilella (Edited )

    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.

  • Avatar
    Rebecca

    Hi Joan!

    Thanks so much for the detailed response. I am going to pull this into a ticket and will be following up soon. :)

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    Mayank M

    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.

  • Avatar
    Nick Malone

    @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.

  • Avatar
    Mike Dixon (Edited )

    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

  • Avatar
    Jessie Schutz

    Hey Mike!

    Thanks for letting us know you found it, and linking back to it!

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    Karen Soto

    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?

  • Avatar
    Mike Dixon

    @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).

  • Avatar
    Daniel Kostinskiy

    Hi,

    Im trying to setup SSO for each user, is there anyway I can get the shared-key via code?

    Thanks

  • Avatar
    Nick Malone

    Hello Daniel,

    Assuming you are referring to the JWT shared secret that is used with JWT SSO, it is not available via code and will need to be retrieved from the Agent interface in Admin Settings > Security.

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