Permitting only added users to submit tickets

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16 Comments

  • 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

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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

    @...

     

    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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  • Steven Hampson

    Hi there, 

    How can we see which users have an active login? We require users to register to access the Help Centre and submit tickets, but also have a high volume of users contact us by email, calls, and chat, who also get user records created but have not registered. 

    For auditing / security I need to see which users specifically have logins for the Help Centre. 

    Many thanks, 

    Steven. 

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  • Sebastian

    Steven Hampson, you can use a trigger to add a tag to tickets that were created in the contact form since you know they are the real users. Or you can create views and divide tickets based on the channel they came in.

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  • Steven Hampson

    Great, thanks Sebastian! I think a view / explore report based on channel should give me what I need. Thanks for the suggestion :) 

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  • Steven Hampson

    Hi there - sorry the solution to my question above is not quite complete. Is there a way I can report on users that have logins, but have not raised a ticket? 

    For example, they might have signed up and have access to the Help Center but have never raised a ticket yet. We still want to be able to see who has logins to access the Help Center. 

    Thanks ! 

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Steven,
     
    According to the article How do I generate a user's last login date list?, there are a few ways you can get this information:
     
    1) via API: Use the Zendesk API Users endpoint.
     
    2) via JSON export:
    1. Go to Admin icon () > Manage > Reporting and select User under Full JSON export. This report is automatically emailed to your agent email.
    2. In the JSON user export file, the object last_login_at is listed with the user data. For more information, see the article: Exporting data to a JSON, CSV, or XML file.

    3) Explore report: Create a report using any of the Time since user login metrics. For more information, see the article: Metrics and attributes for Zendesk Support. (Only for Zendesk Suite Professional and above)
     
    4) Customer lists: See the article: Creating and using customer lists. Make sure to modify the list to include the Last sign-in column or any other attributes. (Subject to add-on)
     
    These are all the options we have at the moment. I hope you find one here that best suits your needs.
     
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  • Steven Hampson

    Thanks Gabriel. It still doesn't give what I need, unfortunately, as the last sign-in date or time since last sign-in includes all those users who have never signed in, regardless of whether they have a login or not. Basically I am trying to see how many users have registered - even if they haven't signed in. It doesn't appear to be possible, but thanks for the suggestions! 

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  • Ulises Soto

    Hi Anton de Young

    If I restrict the account to only added users and I check the option to "Also send a welcome email when a new user is created by an agent or administrator", what would happen to responses from people the registered users cc'd in their responses?

    For example, a registered user submits a request and cc's a person who is not registered. Then the cc'd person also responds. Does their response go to the suspended view? If so, how can I make sure the unregistered person does not receive a welcome email?

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  • Gab
    Zendesk Customer Care
    Hi Ulises, 
     
    Great question! By default, when an end user CC replies to a ticket notification using Reply (instead of Reply all), the reply becomes a private comment on the ticket because the requester is not on the reply. CCs are not removed from the ticket. However, if the Make email comments from CCed end users public setting is enabled, the behavior changes and the reply becomes a public comment instead.
     
    More information can be found here: Using "Reply" instead of "Reply all"
     
    The Welcome Email on the other hand, is only sent to the requester or end user submitting the request. 
     
    For your reference as well: Customizing the welcome email and the account verification email
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