About flagged tickets from registered users who are not signed-in

With an open Zendesk Support instance you can allow customers to submit tickets without registering for an account or signing in to an existing account. This enables your customers to get help quickly, without taking extra time to register or log in.

However, if a customer submits a ticket without signing in, it will be flagged. This is done because the user supplies an email address when they submit the ticket, and it is relatively easy for a user to pretend to be someone else by using an email address they don't own. So there is an inherent risk that comes with allowing ticket submission by users who are not signed, and it can be an opportunity for social engineering.

The flag brings attention to the potential risk, without affecting the workflow of your end-users and agents. The flag appears as a warning icon beside the first comment in the ticket. The ticket is not flagged in any ticket views. You can hover over the warning flag to get more information.

To handle a flagged comment

• If you are comfortable with the comment, ignore the warning flag and handle the ticket as you normally would. You cannot remove the flag.
• If you are not comfortable with the comment, you can raise a concern with your manager or consider temporarily suspending the user.

  Depending on the nature of the comment, you might want to raise a concern about the ticket with your manager. Also, you can consider temporarily suspending the user, to prevent them from submitting more tickets, until you can investigate and feel comfortable enough to reinstate the user. (See Suspending a user).

Note: If you continue to see flagged comments by the same user, and you think that person might be trying to gain unauthorized access, contact our customer service team.