Enabling anyone to submit tickets

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37 Comments

  • Permanently deleted user

    Thanks again for your help on this @.... My ticket was FINALLY escalated and the tech immediately realized that I had "allow end users to RESET passwords" disabled. This was part of our former SSO strategy and had never been reenabled.

    Just wanted to mention it here in case it helps someone else....it is a vital piece of the "did you email us? get a password" process that doesn't seem to be well documented. I never found it in all of my searches for a solution...but I was not using the terminology of a "reset" because I was trying to just "allow" passwords to be used in the first place...I didn't realize the problem would be connected to the password reset process.

    Happy New Year :)

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  • Alex Short

    Hi Zendesk - 

    Can we please have the understanding of how to do the below? 

    1. A user(our client)  does some action in our website. (e.g: filling a form) and we have their email address in our database. Note that user does not send any email to anybody. He/she just clicks on a button or fills a form.

    2. Our backend calls Zendesk API

    3. Zendesk should create a ticket , in a way that it seems our client has created this ticket (the ticket should be ready to be replied to the email of our client)

     

    Is this possible? Thank you

    -1
  • Jupete Manitas
    Zendesk Customer Care

    Hi Alex, 

    Thanks for writing! It seems you want the submitter or requester from your form to be the ticket requester when a ticket is created in your Zendesk. This is possible and you may want to create a custom form so that the requester will automatically be the email address of the user who submitted a request. You may check this guide - Building a custom ticket form with the Zendesk API . Thank you!

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  • Helen

    Hiya,

    We've currently got this set up as "Anybody can submit tickets, no registration required" and we've noticed recently that tickets submitted via this route don't appear to be receiving the CSAT survey, even though an email is provided. Is this by design, or a configuration error on our end? Thank you!

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  • Joyce
    Zendesk Customer Care
    Hi Helen,
     
    A CSAT survey will be sent to the customer when the ticket meets all the conditions in the CSAT automation - the default CSAT automation is named Request customer satisfaction rating (System Automation). We recommend checking the conditions set in your CSAT automation to make sure CSAT will be offered to your customers. 
     
    You can also check this article about Customizing your customer satisfaction survey.
     
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  • Whitney Whitmoore

    Hi Zendesk ,

    can you please explain this... 

    By allowing anybody to submit a ticket, you're opening Zendesk Support to anyone who wants to ask a question or report a problem.

    If you want to restrict who can submit tickets, turn this option off. You will need to add users yourself.

    Note that the Web Widget feature cannot be used if this option is turned off.

    Why can the web widget NOT be used if I turn this off? This seems very counterproductive; the bot is hugely important to communicate to have it tied to this control. Can you please explain?

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Whitney Whitmoore!

    Could you send us the link where you are quoting this? That way we can double-check the context of that statement. Because the widget can still load even without filling out a ticket form & the bot can still operate if your users are not signed in to your Help Center (as long as your Help Center is open to the public).  

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  • Yasmin Elmahdi

    Hi Zendesk,
    You mentioned above 
    "Even though you don't require users to register, your users still have the option of registering and creating a login to use your help center, unless you modify your help center to hide the Sign Up and Login pages."

    How can I hide the sign up / login pages ? 

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  • Dave Dyson
    Hi Yasmin, welcome to the community!
     
    Can I ask what you end goal is? How are you wanting your users to get support and interact with your help center?
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  • Yasmin Elmahdi

    Thanks!
    I want them to view the help center without logging in to Zendesk 

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  • Brett Bowser
    Zendesk Community Manager
    Hey Yasmin,

    I would recommend taking a look at the following article: How can I completely hide the sign up button from my Help Center?
     
    I hope this points you in the right direction!
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  • YC HR Support

    Even is you disable the setting "anybody to submit a ticket", users are auto-created via SSO.

    Example: A user from "Department A" shares a link to "Guide" with a colleague from "Department B" (Not yet in scope for Wave 1).

    User in "Department B" is able to access the system after successfully authenticating via SSO. A user profile is auto-created by the platform and the user is able to see content that can be sensitive (e.g. HR) and submit requests.

     

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  • Elizabeth C

    Hi I tried to set up a ticket form to use, and set it up so that "anyone can set up a ticket". 

    I used it in a browser we never use for ZD and icognito, and it still routes to our admin login centre

     

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  • Brett Bowser
    Zendesk Community Manager
    Hey Elizabeth,
     
    Can you make sure that Require sign-in isn't enabled under your Guide Admin settings? You can find this option under Guide Admin > Settings (gear icon) > Guide Settings.
     
    I hope this helps!
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  • Elizabeth C

    Okay I will try that, but currently we do not want customers to access the help centre or view anything but those tickets. 

    Is that possible?

     

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  • Brett Bowser
    Zendesk Community Manager
    Hey Elizabeth,
     
    There wouldn't be a way to show them the ticket form without having them access your Help Center. If there's any content within your Help Center that you don't want them to have access to, you'll want to restrict those at the article level to Agents and Managers. You can also create user segments to restrict Help Center content as well. 
     
    Let me know if you have any other questions :)
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  • Elizabeth C

    I will! So far so good. This is EXACTLY what we have been looking for as a solution to using Woofu forms! 

    already found out how to remove the sign in, search bar and submit a request fields! 

    Thanks again Brett!

     

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  • Brett Bowser
    Zendesk Community Manager
    Happy to help Elizabeth!
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  • Jordan Reynolds

    Is it possible to restrict ticket priority status if they are registered? We have set the requirement for registration. We do not want anonymous users to submit critical issues.

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  • Anne Ronalter
    Zendesk Customer Care
    Hello Jordan,

    you can restrict the priory status for end users in general.

    Go to the Admin Center and open the ticket field "Priority", there you can restrict access for end users.


    Here you can find more details on editing the priority field.

    Unfortunately, it is natively not possible to only restrict the option "Critical" for end users, you either give customers the option to choose a priority or not.
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  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Giuditta the setting Anybody can submit tickets, registration required will affect users who send an email to your support address as well, when they send an email, they will receive a Welcome email asking them to register in your account. 

    Their ticket will be in your Suspended Tickets view until they register and verify their email address. Thank you :) 

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  • Serge Pincon

    Hey there.

    I'm trying to add a bit more finesse than the "all or nothing" approach but I struggle and would appreciate your assistance.

    While I want for most of the tickets to come from authenticated users -we are using our own authentication system and not Zendesk's-, I have to have a few forms open to anonymous contact (e.g. the obvious "I can't login".., "I don't recognize this charge on my CC").

    How does one can achieve that?

    Looking forward to reading your answer.

    1
  • Max McCal
    Zendesk Product Manager

    Serge Pincon can you confirm I'm understanding you correctly? You're saying you'd like to have ticket submission available to any person who comes to your help center, but restrict certain forms to only be filled out by logged in users?

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  • Serge Pincon

    The opposite actually: Most of the forms to be restricted to user authenticated through our system; but a handful amount of forms opened to anyone (anonymous contact)

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  • Max McCal
    Zendesk Product Manager

    That sounds like exactly what I'm describing. Anyone can submit a ticket. It is open to anyone. However, some forms are restricted to authenticated users, while some are available to anyone. Yes?

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  • Serge Pincon

    This logic / flexibility is what I'm asking indeed.

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  • Max McCal
    Zendesk Product Manager

    Thanks, Serge. This is definitely not possible today, but an idea worth exploring for sure. We appreciate it.

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  • Jacquelyn Redington

    We currently use zendesk internally for HR questions and concerns. We use voice, messaging, guide, and support. We currently use OKTA as our SSO and how our employees get into zendesk. One thing I am unable to figure out is when an employee goes through OKTA and they use the chat bot, it creates a new user account for them instead of recognizing that they are already a user in zendesk. How can authenticate a user in chat so it does not automatically create a new account for them? This has caused a problem with multiple accounts for the same person and it is hard to constantly check the user and merge the accounts. 

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  • Jupete Manitas
    Zendesk Customer Care
    Hi Jacquelyn, thanks for writing in! We understand that you are having trouble with the authentication when using the widget. We also found that you raised a ticket before relating to a similar issue here. However, you can continue and reply and to the ticket or we will raise a new ticket for you. 
     
    Is your chatbot from a third-party bot?  Have they set up a JWT auth for that setup? At this time, we do not provide SAML auth for the web widget without JWT as previously mentioned in your previous ticket. 
    Enabling authenticated visitors in Web Widget (Classic) 
    Authenticating end users in messaging for the Web Widget and mobile SDK 
     
    If the issue persists, will continue this on a ticket. Thank you!
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  • Gavin

    Max McCal FWIW, we're trying to achieve the exact same thing as Serge Pincon.

    The goal is to eliminate spam, reduce the need for ticket merges, and have users authenticated right from the very beginning of the ticket (which reduces touches).  So most of the forms should require authentication.  But then a select one or two forms (lost password and legal) should be open for unauthenticated users to fill out.

    Accomplishing this should also not break the Web Widget Classic.

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