How can a user be created in Zendesk?

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4 Comments

  • Jason Brown

    The above states that a user will be created when "one of your users replies to a ticket or creates a ticket and CCs another email address, Support creates a new user for that email identity if one does not exist already."

    However we are seeing that when a new email address is CC'd on an incoming email, new users are not being created not added to the ticket's CC list.

    I also found some documentation here that states that emails without a user in the system will not be added. It appears that these two articles have conflicting information:

    https://support.zendesk.com/hc/en-us/articles/115005740888-CC-d-email-address-not-added-to-my-Support-ticket-

    We are looking for a way to ensure that new users are created when a new email address is CC'd on either a new or existing ticket.

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  • Anna Roussanova

    Hi Jason, the article you linked is right. The CCed users will not be created as users in the account if the "Anybody can submit tickets" is disabled. I'll update this article to reflect that.

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  • Laura Runnels

    We do not have the "Anybody can submit tickets" setting enabled, but we had an Agent add an external user's email address (the external user did not have an existing ZD user account) to the ticket's CC: box and an end-user ZD account was automatically created for him. He even received the Welcome email. However, instead of linking the user to his company (via the same domain name) ZD linked the user to our company.

    Is that by design?

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  • Gail L
    Zendesk Community Team

    Hi Laura,

    I see a problem ticket on this issue so I'm going to create a ticket for you, you'll see an email with the ticket link.

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