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Enabling anyone to submit tickets



Edited Jun 21, 2024


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43 comments

Hi There,

We do not want to open up our Internal FAQ to be accessible to anyone. Meaning we do not want to disable "Require Sign-In" in help center admin. We would love to use the customer-facing form feature though. Is there any kind of workaround ?

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Hello team,

We are having trouble and need some help. We want our customers to be able to submit an email ticket request through our web form, and it will create the ticket as it does in ZD, however, we do not want them to have to create a password and set up an account. Most customers are ignoring this email and we are not able to reply to them in Zendesk.

We want a simple setup where we can correspond with them in ZD through their ticket with no form of authentication etc. Please help!

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image avatar

Dane

Zendesk Engineering

Is this a third-party webform? If it is, you will need to set the to-address to your Zendesk support address. It also needs to retain the from-address of the original requester. In order to make sure that they will provide their email correctly, your web form should require the email field with the correct email format mainly by using regex. Unfortunately, third party web-form is not part of our scope. This is mainly a recommendation which is based from my experience on using such forms.
 
If you are using the Guide contact form, you just need to make sure that your Help Center is publicly accessible and the option "Enabling anyone to submit tickets" is enabled.

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Hi Dane,

This is the native contact form from ZD. We do have the help center enabled as well, and the Enable anyone to send tickets is checked. For some reason, if someone submits a ticket with the form, we get the ticket, but the end user does not get the replies 

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Dane

Zendesk Engineering

Hi Michael,

It can be due to your triggers. The best option is for you to submit a ticket so that we can help you with it. 

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Hello,

 

I have a question. By enabling "anybody can submit tickets" I though that CAPTCHA should show up on our Zendesk submission page, but that's not happening. Any ideas?

Thanks!

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Gabriel Manlapig

Zendesk Customer Care

Hi there,
 
This is actually an expected behaviour. The use of CAPTCHA, which is automatically enabled when you allow "anyone / anybody to submit tickets", but it is mainly designed to deter bots. 
 
Zendesk uses Cloudflare's bot detection and management software, so when the algorithm in place does not find the user a bad bot, even if they are not signed-in they may still be able to submit a ticket without being prompted the CAPTCHA.
 
This is further explained here - CAPTCHA FAQs
 
I hope that helps. Thank you!
 

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Hi, we've recently started receive spam emails which states via web widget. Is there a way we can block these as we're marking these tickets as spams daily?

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Gabriel Manlapig

Zendesk Customer Care

Hi Mandy,
 
Could you please confirm if these emails are originating from a specific email domain or if they are randomly generated? If you're receiving it from a specific email domain, you can prevent that domain from creating tickets. Use the blocklist from the Admin Center > People > End users.
 
Add the following entry to your blocklist: reject:qq.com and save the page.
 
Upon checking, these spam attack tickets are coming via the "Web Widget" channel, It appears that the requester (spammer) might have utilized the Requests API to generate the tickets. This is possible because anonymous users have access to the Requests endpoint by default. Additionally, they set the via attribute to the widget, which gave the impression that it was a web widget ticket.
 
I hope that helps. Thank you!

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Kirsten Wilson

Zendesk Product Manager

Hi Mandy, 

 

Sorry this is happening, since I am not able to see the specific details of your account I'll provide some potential solutions. 

You most likely have some placeholders that act as an “open mail relay” meaning any text the spammer includes in the requester name or subject fields will be included unaltered in the email notification the trigger automatically sends out to the email address listed as the requester. 

To completely block the spam messages from being created you can enable the “anybody can submit tickets” setting or you can check the spam tickets to see which trigger is being used and remove or replace it with something more generic. 

 

Hopefully this helps, please submit a ticket if you need more help!

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Max McCal Is what Serge Pincon wanted to accomplish still not doable? (some forms open to the public and some forms requiring auth sign-in)

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I'm setting up my Zendesk instance. I signed up for the free trial to start setting everything up. I want any person to be able to submit a support request without having to register.
The options described in this article under “ Anybody can submit tickets, no registration required” seemed to be outdated as they are not as the article mentions.

When disabling the checkbox named “Zendesk authentication” I get a popup error message stating that :
"Nothing Selected

Select an authentication method"

I do NOT want an authentication method.

Please help.

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I have what seems to be a really simple use case and I cannot get this to work. Our very small support group has no need for a help center, only the ability for customers to either send an email directly to our support team - for this I set up forwarding and it works fine. Send an email, it opens a ticket. The second is to have a help link on our website, which would link directly to a form which the customer fills out, and a ticket is created. I made the form, even set up conditions, but after following directions for the URL to the form, and using an incognito window, it still takes me to a screen requiring customer login. I have enabled the “Anybody can submit tickets” option and I have yet to be able to get to the form. Any help?

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