Enabling and disabling profiles in your help center



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Jennifer Rowe

Zendesk Documentation Team

Edited Jan 03, 2025


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15 comments

If using SSO, and therefore user can only edit the description, how do they set an Alias if we allow them?

 

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Hello Kelsey,

If you update the name as part of the JWT string then it will also update the User's name within Zendesk. From the Supported Attributes section: The name of this user. The user in Zendesk will be created or updated in accordance with this.

Here is an article that outlines the process: Enabling JWT (JSON Web Token) single sign-on

For SAML SSO, I believe this is implemented in the supported user attributes as well. Kindly check this article here: [Enabling SAML single sign-on
]( uhttps://support.zendesk.com/hc/en-us/articles/203663676-Enabling-SAML-single-sign-on#topic_d1r_523_l3rl )

I hope this helps!

Clifford James Lacson |Associate Customer Advocate|

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is there a way to collect all users' activities? like to rank users, awarding badges based on their activities / contributions.

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Cheeny Aban

Zendesk Customer Care

Hi Jun, 

What activities are you trying to collect? Does it include idle time and complete agent activity? If yes, you may want to download a third party workforce management tool from the Marketplace to capture those data. Nonetheless, you can capture all non-session activities of your agent in Zendesk Explore 

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I have the same question as Kelsey and Clifford's answer didn't help me

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Thanks Clifford - I don't think this answers my question, I would need my customers to be able to edit/set up their own Alias. Since we are allowing it, can they still do so even though they can't edit other parts? Thanks

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Jupete Manitas

Zendesk Customer Care

Hi Kelsey, hoping that we are understanding it correctly. If you are using SSO it is expected that you will disable the Allow users to view and edit their profile data. Users' data are being managed and controlled by your IT team if SSO is enabled. Otherwise, you might encounter issues with duplicate users, and allowing them to edit with SSO enabled will no longer be recommended. 

 

 

We hope this helps!

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Thank you - can you perhaps provide some advice then on how to handle the below scenario?

We have an online site with a web app - our customers have a login and profile for that. I need to add SSO so they can log in there and also be logged in to Zendesk for Guide and Gather. However they need to be able to have the option to not display their name and therefore use an Alias - how do you advise making this work?

Thanks so much!

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Jupete Manitas

Zendesk Customer Care

Hi Kelsey,

Upon investigating probable implications that the option "Allow users to view and edit their profile data" could be present while SSO is enabled.

As outlined in how SSO functions, when these configurations pass the token from your system for a user to be logged in they pass additional user information along with them. This user information will either create a new user with the information that has been passed or will automatically update an existing user to match the information passed.

If you were to have a user edit their profile and then, later on, sign in again then anything they had edited that is also passed with your token will be overwritten by the information contained within your external system.


In conclusion, unfortunately, this will be the option that will allow a user to edit\manage their profile info. And as explained above that would be the only thing you will need to keep in mind if you need to allow end-users to edit their profile, and you determine if you still need to keep using SSO.

In this case, we encourage you to post product feedback here so you can engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Thank you!

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Hello,

I'm looking to transition our FAQ's from our website to Zendesk Guide. We use Guide extensively for our internal team for our main brand and we do not want our clients to be able to access this. Therefore, I have set up a separate brand which I plan to make into a public help center/guide so we don't have to mess with putting barriers in place to hide our 100+ internal articles. 

I've been reading through articles but am not finding a clear answer to the question: Can I simply make this new Guide visible to the public via the webpage link without our clients having to sign into the help center? If I remove user profiles as an option, does that automatically make it public? We do not want any sign in barrier's for our clients, we simply want to use Guide to provide them our FAQ and other resources and gather data on what they engage with the most via Explore.

 

Thank you!

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Zsa Trias

Zendesk Customer Care

Hello Forrest,

If you want to make your Help Center available to the public without requiring them to sign-in, you can disable the setting "Require sign in" in your Guide settings:

You must also make sure that published articles are visible to "everyone". 

References: 

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In Gather/Community, how do we ensure users enter their profile details like name and industry/job title, etc. and we do not have duplicates (alias names can be duplicate right now)? Can we make some of the fields mandatory to fill in so that the user profile is more meaningful?

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi there Core Help Admin,

Unfortunately, not at the moment. By design, End-user fields can only be editable by admins and certain agents with certain permissions as per Managing custom user fields

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HI Dainne, that didnt answer my question. I wasn't asking about permissions (that I already know)….I was asking how we can have end-users enter their profile information on the Community (Gather) forum and if we as Admins can control that.

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I appreciate Jupete's answer to Kelsey, how users who change the name in their ZD profile will be overwritten or a new profile will be created when they go through Single Sign On again. 

  1. I am curious if this applies when people update a profile picture? 
  2. If so, will that also get erased or prompt the creation of a new account when folks go through SSO again? 
  3. Does the “Allow users to view and edit their profile” permission need to be checked in order for them to add an image to their profile?
  4. Is there any way to restrict users from changing their username, while allowing them to add info that is not shared by our external system?

Our priority is to keep SSO, but I'm hoping for options to allow people to make their ZD profile “their own” to encourage engagement.

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