Permitting only added users to submit tickets

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8 Comments

  • Alexander 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

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Alex,

    Good day.

    Do you have ticket form and web widget enabled on your Account? if yes, then once the customer filled out the form, it will automatically create a ticket on your Zendesk instance.

    You can use Using Web Widget to embed customer service in your website to know more information about it.

    All the best
    Cheeny

     

    -1
  • William Grote

    Cheeny Aban

     

    Is there a way to have a closed or restricted Help Center for just 1 or two brands?  Im tryign to make an internal portal just for staff and partners  - and even though sign in is required, the options to sign up is available for any visitors.

     

    Our main brand need to remain an open help center 

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  • Cheeny Aban
    Zendesk Customer Care
    Hi William, 

    Yes, that is possible. You can enable the required sign-in per brand. In Guide, choose the correct brand from the drop-down, click the Settings () icon in the sidebar.
    1. Under Security, select Require sign in. 
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  • William Grote

    Thanks. But when I did that in my test brand. The sign in page also included the sign up link. Which defeats the purpose. How do you suppress the sign up link in a closed or restricted brand when your main brand is open?

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  • Cheeny Aban
    Zendesk Customer Care
    Hi William,

    If you would like to completely hide the sign-up button, you may check How can I completely hide the sign up button from my Help Center?
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  • Mindy B

    If we set a brand to closed for creating tickets, will that affect imported emails that we have set up to create tickets, or only the user's ability to open a ticket through the Guide site?

    We are utilizing the Guide for our end users, but we do not necessarily want them to sign in or create tickets in that manner, we would like the emails to be received as tickets though.

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  • Dane
    Zendesk Engineering
    @Mindy,
     
    When you have a Closed Zendesk setup, all tickets submitted anonymously will go to the suspended view. It does not matter if it was directly via email or via Help Center. If your main goal is to prevent your users to submit tickets on Guide/Help Center you can just remove "Submit a request". This way, all of your tickets will just be generated when an inquiry is sent directly via email.
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