Managing end-user settings Follow

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20 comments

  • Avatar
    Matthew Dunn

    @Tim

    The Twitter field only shows up if you have Twitter authentication enabled in your security settings. You'll see this under Security -> End-users-> Social Media Single Sign-on. If you uncheck the option for "Twitter" then the option to sign-up using your Twitter handle will no longer display.

    The user should also receive a "Sign-up Complete" message once they register. I tested and confirmed that they'll see a message like the one below:

    "Thank you for signing up, Matt.
    A welcome email will be sent to <their email address> shortly, containing a verification link that enables you to sign in.
    If you don't receive email from us within a couple of minutes, please check your junk/spam folder."

    I hope this helps!

  • Avatar
    Tim Dawson (Edited )

    @ Matt thanks for the replies -
    is there any way to configure this message? I cant find this in the zendesk interface. This message also isnt happening on https://fusionentertainment.zendesk.com/hc/en-us

  • Avatar
    Matthew Dunn

    @Tim, sorry for the delay in response here. This particular message is hard coded, so there isn't a place to edit it.

  • Avatar
    Ddobson

    I have two users from the same organization that would like to comment on each other's tickets. I know they can do this by CC'ing one another when submitting a ticket, but can they do this when logged into the system?
    Thanks.

  • Avatar
    Jessie - Community Manager

    Hi there!

    When your end-users are logged into your Help Center, they can click on their name in the upper right corner and choose My Activities. From there, there will be two tabs: My activities and Requests I'm CC'd on.

    Screenshot

    All they need to do is CC each other when they submit the tickets, and they'll be able to see them from there.

    Please let me know if you have any other questions!

  • Avatar
    Arno N

    Hi there! Is it possible to configure the end user settings for different brands separately? For one brand we are using an SSO connection where we don't want users to manually login to Zendesk. For another brand there is no such SSO connection and here we would like users to login manually to Zendesk.

    Looking forward to hear from you.

  • Avatar
    Nicole - Community Manager

    Hey, Arno. Since no one from the community has been able to give you an answer, I've asked one of our Customer Advocates to jump in. Someone should be along soon. 

  • Avatar
    Justin Smith

    Hey Arno!

    Justin here from the Advocacy team weighing in on this question. 

    At the moment you can only setup one authentication method for end-users, however there is an option to restrict users by IP address.  If in your case all the users authenticating through the SSO are going to be coming from the same IP address, as a workaround what you could do is setup an SSO configuration for the account, and specify an IP address range for those customers using the SSO under Admin >> Security >> Global.  In that setup all users within that IP address range would get the SSO login, and all users outside of that range would get a normal email/password login.

    I hope that makes sense, but feel free to reach out to our support team should you need any further clarification.

  • Avatar
    Arno N

    Hi Nicole & Justin, thanks for responding! Unfortunately our users are not coming from the same IP address.

    We will try and proceed with creating separate jwt SSO options (https://support.zendesk.com/hc/en-us/articles/206354108-Multibrand-Using-multiple-JWT-Single-Sign-on-URL-s-Professional-Add-on-and-Enterprise-)

  • Avatar
    Jaime Slocum

    Hi, Is it possible to restrict who can submit tickets after login? I would like a restricted help center, and I have already required sign-in to the help center. I have also disabled "anybody can submit tickets", but this still allows all verified users to submit tickets.

    I was hoping to require that all users login to see help center content, and also restrict ticket submission to only certain users within an organization once logged in. Is this possible? Thanks.

  • Avatar
    Jessie - Community Manager

    Hi Jaime! Welcome to the Community!

    You can definitely do this by applying some custom CSS and JS to your Help Center code. We have a Support Tip that explains how to do this, which you can find here.

  • Avatar
    Neil Lillemark

    Hi Jessie:

    Regarding your update on Sept. 2015 about how users can view each other's tickets, I have a related question.  If a ticket is submitted by someone in the ORG, and the user has permission to comment on that ticket, why would adding a comment not auto-add that person into the CC list going forward for that ticket?

  • Avatar
    Jessie - Community Manager

    Hi Neil! Sorry for the delayed response!

    The product isn't built to automatically CC people on tickets when they comment on them. If you want your users to have the ability to follow tickets in their Org, and you're on the Professional or Enterprise plan, you can add custom code that presents users with a Follow button that will ensure they receive email notifications on the tickets they follow. You can find more about that here.

  • Avatar
    Neil Lillemark

    Jessie:

    Thanks - we do already setup our users to be able to view tickets within their ORG, so we have directed towards this page on the UI already.  The "follow" button you reference here, if I understand it correctly, appears that would auto-update people who select this button for EVERY ticket from their organization - which probably is overkill for most of our customers who may stumble onto this - so having an auto-CC improvement as suggested above would really be the more suitable approach to tackle this question.

    Neil

  • Avatar
    Jessie - Community Manager

    Hi Neil!

    I guess I'm a bit confused as to how the auto-cc function would be different.

    The functionality I mentioned allows a user to essentially subscribe to notifications about the tickets in their org.

    If I'm understanding what you're asking, the only way that the auto-cc function would differ is that a) users couldn't opt in or out, and b) their name would appear in the CC field on the ticket.

    In both cases, the users are receiving notifications about updates to these tickets; am I misunderstanding what you're asking for?

  • Avatar
    Neil Lillemark

    Hi Jessie:

    Your approach would mean getting updates on ALL tickets, when a person may only want to be watching an update on some recent case, and not wanting to see all the back-and-forth show up in their inbox for numerous other cases which do not affect them.

    An Auto-CC approach would make this local to the ticket the person just commented on.

    Regards,

    Neil

  • Avatar
    Jessie - Community Manager

    Hey Neil!

    Thanks for clarifying! It's an interesting suggestion. I checked in our Product Feedback topic and don't see any similar posts; I know we've gone into a lot of detail about it here already, but I'd really encourage you to cross-post your detailed use case over in Product Feedback to ensure that our Product Managers see it!

  • Avatar
    Neil Lillemark

    Jessie:

    Thanks - I actually had done that a few weeks ago on this thread:  

    User comments to ticket should auto-add them to the CC list

    So hopefully some others here will +1 the idea to help give it some traction.

     

     

    Thanks,

    Neil

  • Avatar
    Shay McElroy (Edited )

    I'm attempting to create a data layer that allows me to take user data from Zendesk through registering (to match active customer data). The problem I have is, only 60% of my customer base has an email on file with us. A more effective data field would be address. The registration process only ask for phone and email. How can I get around this? Any ideas? I have a Dev team on standby.

  • Avatar
    Jessie - Community Manager

    Hi Shay!

    I just want to make sure I understand what you're asking here. Are you saying that you want to require more information when your users register to sign in to your Help Center?

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