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.
- 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).
Is there any way to add this flag from the Zendesk API? Currently when I try to do it, it adds the flag to the 'custom' section of the metadata, as opposed to actually editing the 'flags' section of the metdata? Thanks!
This request was closed and merged into request #9708925 "[Community Post] Adding Flags to...".
Reference above, we have some users who have multiple sites with us. And at times they raise tickets from a different email domain, i do not recall below message pops before, but will this fall under this scenario where it is just ZD flagging the fact the the ticket is raised by a person with a different email address as opposed to what is registered under this particular site?
How do you remove the flag "This ticket is flagged as a potential risk"?
I'm a little confused as to why it suddenly started happening after over a year. But every ticket from our typeform is now being flagged.
How can we remove this potential risk flagging?
Can we not have a - This message is not suspicious for me to cancel it?
Or have the allowlist option to affect "This message is suspicious"?
it seems like both of you are referring to the new feature that has already been rolled back due to customer Feedback which is using ticket alerts to help defend against email phishing attacks.
You can read more about it in this article:
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