Understanding options for end-user access and sign-in

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  • Charlie Hackett

    I've been trying to set & reset a zendesk password for almost 6 weeks and need HELP! I freelance with a company that recently switched to zendesk. They assigned me a new email address (myname@theircompany.com) I'm supposed to be able to communicate with their clients and they with me on their website (via zendesk, I assume.) FYI, I first log in to their website with my username & password where I see what work is due, set my schedule, etc.

    When not on their site I'm notified about new jobs via email. Work orders and communication are supposed to be forwarded to my gmail account. (THAT’s the address I used to register here to post.) The orders come to my gmail account just fine, but any communication (to be done ONLY from their website) from me to the clients or them to me is not being forwarded to my gmail address.

    When I try to reset my password, I‘ve been told to put in myname@theircompany.com as the email address, and a reset link is supposed to be sent there. But since I have no access to that email account, (as it’s only on their site as a forwarding address) I don’t get those reset links. The company sends reset links as well, but my point to them is… since I have NO ACCESS and forwarding doesn’t seem to be working, I am not getting them!

    They have my correct gmail address. I get things from them all the time. Nothing from zendesk is being blocked or moved to my spam folder. AND communication I receive from them THROUGH zendesk i.e. “support@theircompany.zendesk.com” comes through without a problem. The company says, “It’s simple!” It’s not. I’m no troglodyte, and actually computer savvy, but I’ll be damned if I can figure this out. Any help would be GREATLY appreciated!

  • Caroline Kello
    Zendesk Product Manager

    Hey Charlie 👋 It seems like you need to get in touch with this company that you freelance for and either ask them to set a new password for your account and share that with you, or update your profile with the email address whose inbox you do actually have access to. Are you able to get in touch with them at all?

  • Wil Hines

    In an 'Open' instance of Support where Zendesk registration is not required to submit a ticket, can an organisation automatically create (or merge) an end user at the point where the customer registers with the organisations in their mobile app AND also automatically register the end user in Zendesk? If so, would a welcome email be sent to the end user to complete the registration/verification process? If all is possible, please explain how to set that up correctly.


  • Kat Brooks

    I'm wondering if there is any way to not have CCed email addresses automatically added as end users?  We want the requestor added, but not everyone who they CC.

  • Gigi Reist

    I am trying to set up a second Help Center under a different brand for our employees. Is it possible to have two Help Centers; one that is Open for our customers and another that is Closed for our employees?

  • Dane
    Zendesk Engineering
    Hi Gigi,
    Yes, it's possible to have multiple Help Centers with different sign in options. The number of Help Centers you can create will depend on your plan. For more information, please refer to Creating a help center for one of your Support brands.
  • Jia Hua


    Can I enable both Zendesk authentication (username/password) and SSO through (JWT)?

  • Gabriel
    Zendesk Customer Care
    Hello Jia,

    I hope all is well! Yes, that is possible! You can find a detailed description in the article: Enabling JWT single sign-on

    I hope this helps!

  • Ali Khalid


    topic: Sign-in for end user with SSO

    The users are led to the zendesk support page through our platform but are not logged-in.

    The users still have to press the Sign-in button to be able to log in. After pressing the sign-in button, the login is automatic but we want the user to be already signed-in as soon as they arrive on zendesk. Is that possible ?

  • Cheeny Aban
    Zendesk Customer Care
    Hi Ali! 

    I'd be happy to check to further review your inquiry and send you an email! I look forward to your reply 
  • Steve Morrell

    From the point of view of Explore, where you can see if end users or staff members have viewed article, do light agents could as end users or staff?

  • Zsa Trias
    Zendesk Customer Care

    Hello Steve, 

    Article views is an available metric in the Guide: Knowledge Base dataset. 
    Light agents would reflect as "Staff member" in this report.

  • Ofer Rozen

    The user registration email is valid for 24 hours.

    Is it possible to extend the email validity period? If so, how?

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Ofer,
    Both account verification emails and password reset emails expire after 24 hours. The verification email can be resent to the user, and the user can also request a new password reset email after it expires. I'm afraid, it is not possible to extend the email validity period. 

    For reference, please see this article: How long are account verification emails and password reset emails valid?

    I hope that answers your question. Thank you!
  • Afsaneh Mahdavi


  • Jake Warren

    Is there a way to allow users to register but have an approval step to where we review pending registrations and approve them? Otherwise it's left completely open to where the general public can find the login page, register, set password, and then get entry to the help center and see content/submit tickets. 

  • Hannah Lucid

    Hi Team,


    Are there any issues with SAML and emailed support tickets? We have some groups within Zendesk that still allow for emailed support tickets. My hope is that with a SAML Okta/Zendesk integration these tickets will still come through Zendesk and not get sent to the Suspended Tickets queue.


    Any help would be appreciated! :)

  • Mike dela Rosa
    Zendesk Customer Care
    Hi Jake! That feature isn't available. However, you can allow your agents and admins to create your customer's profiles.
  • Francisco

    Same question as Ali:

    Sign-in for end user with SSO

    The users are led to the zendesk support page through our platform but are not logged-in.We want the user to be already signed-in as soon as they arrive on zendesk. Is that possible ?

  • Noly Maron Unson
    Zendesk Customer Care

    Hi Francisco,

    This is possible using Enterprise SSO. Users can start the sign-on process from your corporate server or the third-party identity provider sign-in page. They will then be authenticated automatically when accessing Zendesk.

    Hope this helps.

  • Neil Senior

    We are moving from a model where anyone could email support and have an account created on Zendesk to requiring authentication via Enterprise SSO.  We want to disable the current open email model but trying to understand the impact to current customers who have previously emailed and have an active account.  Will they be able to still email support based on their account?  Once they authenticate via Enterprise SSO, will Zendesk know to bring them to their previous account created via email submission?  Thanks!

  • Krishnan Achary

    I have enabled SSO but for some reason MFA is not working even though its enabled. what could be possible reason

  • Luke Aleo

    Is there a way to search our End Users to see who is setup to View and Comment on Own Tickets vs View All Org Tickets? 


  • Arianne Batiles
    Zendesk Customer Care

    Hi Luke Aleo

    I'm afraid we can't use the access field to search for end-users based on the kind of access they have. As a workaround, you may add or assign a user tag to end-users who have access to the user's org tickets and another tag for who can only view and edit their own tickets moving forward. Then, you may use the tag as a search parameter. https://support.zendesk.com/hc/en-us/articles/4408835086106-Using-Zendesk-Support-advanced-search#topic_c2b_gwj_h2b 

  • Arianne Batiles
    Zendesk Customer Care

    Hi Neil Senior

    As long as the email authenticated via SSO is the same email they used previously to submit a request, the system will record tickets under the same user. 

  • Luis

    Hello, wondering where I can generate a list or report of End Users with verified email addresses/ have registered with my company's Zendesk support platform?

    Thank you,

  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Luis! Welcome to our Community!

    You can utilize the Incremental Export API for Users and side load identities to find users with verified = true. More info here for Incremental User Export

    The URL/Endpoint that you would want to use is: https://yoursubdomain.zendesk.com/api/v2/incremental/users.json?start_time=1&include=identities

    You can also use our data export feature under Admin > Manage > Reports. This will include a JSON file with the same data from the incremental export and you can then filter users based on the `"verified" : true` parameter. 

  • Alan Pugh

    Francisco and Ali, I've been looking for an answer to this on-and-off for quite some time, and it turns out that it's working as intended, as explained here: How can I authenticate users from my website to the Help Center?

    I'm adding a comment to that guide now that discusses my workaround.


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