Announcing CAPTCHA changes

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  • Aubrey Simonsen

    We're seeing a CAPTCHA pop up when customers are accessing our guide page. How do we disable this? The above article references the fact that 'Account administrators can disable the CAPTCHA associated with the Help center web form' but I'm not seeing instructions on how to do so. 

  • Lisa Kelly
    Zendesk Documentation Team

    You can find the setting here: 

    • In Support, click the Admin icon () in the sidebar, then select Settings > Customers.
      When the Anyone can submit tickets checkbox is enabled, you should see a Require CAPTCHA checkbox. 

  • Braley Bullard

    Users that are not signed in are still getting a CAPTCHA even with this disabled. How can I completely disable the CAPTCHA for viewing the Help Center? 

  • Jeremy Hole

    Users are being forced to complete CAPTCHA to view a help centre article (through Guide) despite it being disabled in Support. This is a very poor user experience and is extremely off-putting when our users have already gone out of their way to find a solution to their issue.

  • Pooja Palan
    Zendesk Product Manager

    Thanks Braley Bullard , Thanks Jeremy Hole,
    We have noted your concerns and they are independent to the ticket submission CAPTCHA setting listed in the article above. Upon thorough investigation of the comments, it turns out that the concerns you have raised are associated with a parallel security project for Guide & HelpCenter product. Our Guide team has been rolling out a security capability to prevent bot attacks across all of Guide's interfaces which is leading to any security blocks or CAPTCHAs you may be seeing.
    I have already passed on your feedback to the Guide team and they will be addressing and responding to your concerns shortly.

  • Aubrey Simonsen

    I'm experiencing the same issue as well. We have disabled the CAPTCHA setting but users still have to complete a CAPTCHA to view our Guide page. Please disable this feature!

  • Amanda Gunn

    Hi Pooja Palan We are also experiencing an increase in CAPTCHA in Guide for our users when they are initiating a single sign on we have from our product to Guide. It is very frustrating. Where can I follow or get update on the Guide security project you mentioned?

  • Julie Foster

    Can we please get an update on the issue with Guide? We have customers complaining they are being prompted with the CAPTCHA 



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