Using Answer Bot in email notifications

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4 Comments

  • Kevin Miodek
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    Hello Aimee Spanier

     

    What happens if we do not allow customers to see their request in Zendesk platform? My question is directly related to "Clicking the request number opens the request in a new tab."


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  • Gail L
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    Hi Kevin,

    How are you restricting end user access to their tickets? In general whenever someone clicks a link that they don't have access to they'll get an error page. It isn't possible to customize the pop up, so the link will be offered to customers as part of the formatting. 

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  • Kevin Miodek
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    Hi Gail,

    Thank you for your reply.
    We're restricting access to tickets at the moment and I was wondering if we could give people access to that but not to the community part of Zendesk.

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  • Gail L
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    Hi Kevin,

    You are definitely not required to have the community enabled if your team isn't using it. We've got a guide to the settings in our article on Gather community settings that shows where the toggle is, as long it's off the community will not be offered to customers (you will still see the feature option in the Guide Admin settings, but the end users do not see it on the site unless it's enabled).

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