Adding end users

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  • Mandy Maleta

    Is there a way to edit an end-users access so that they can still access the help center, but not the web widget (basically only able to see help center articles but unable to submit any support tickets)? 

  • Amy Gracer
    Community Moderator

    HI Mandy,

    The Web Widget has a couple of levels of access. To make it Help only, toggle off  "Contact form" . Does that give you what you are looking for?

  • Mandy Maleta

    Thanks, Amy. I actually need it set for the following scenario - I have folks that have access to a set of course materials for 8 weeks. During those 8 weeks they can submit tickets for help. After those 8 weeks they can still have access to the help center, but no longer submit tickets for help. Is that possible to setup? 

  • Amy Gracer
    Community Moderator

    Hi Mandy,

    Yes, I think so. I have done something similar. In my configuration the Help Center requires you to login to view any content. I can then hide the Submit a Request link by default, and then show it only to users who have a specific tag (super-end-user) and therefore user segment. I borrowed some of this solution from other posts and kind of cobbled it together. 

    Here is the specification for my configuration. Perhaps you can adapt it. I do not have any time box on access. 



    Implementation for this solution requires configuration and code changes in both Zendesk Support and Zendesk Guide.

    Zendesk Support Settings

    Settings > Settings > Customers

    • Anybody can submit tickets: Enabled
      Note that hiding access is managed in Guide. See below. 
    • Ask users to register: selected
    • Tags on users and organizations: selected

    Settings > Manager > People > End Users

    • To enable access to submit tickets, add the Tag super-end-user.
    • To block access to content, add the Tag no-support

    Organization and User Tagging

    Managing the visibility of the help center is based on multiple criteria, one of which is tagging. To control visibility, the following tags must be applied/removed as applicable:

    • no-support: Client is ineligible to view the help center or submit requests
    • not-live: Client is permitted to view the help center to assist with training pre-go-live. Permission to submit requests is on a per-user basis.
    • hc: client can view all client facing content


    ZenDesk Guide Settings

    Guide is configured to require a sign in. 

    Once registered, the user can log in to the Help Center. Through the Support configuration, the Submit a request link is visible to all signed in users. The Guide code is then customized to hide this link. It then checks the signed in user for tags. If the tag super.end.user is found, the link is then shown; else, the link remains hidden. 

    Custom code as below was added to the CSS for a custom class to show/hide based on condition; header.hbs to add the show/hide class to the link, and finally script.JS to perform the checks. 

    Code changes below. 

    Settings > Guide Settings > Security

    • Require Sign in: selected

    Themes > Customize > Edit code

    • script.js
    //show HC elements based on user tags
    //first check if the user is an end user. If not, do something else
    if(HelpCenter.user.role==="end_user") {
    //get user tags
    var userTags=HelpCenter.user.tags;
    	//check if any tags are returned. If no tags defined, print to console.
    	if (userTags && userTags.length>0) {
    	//if tags are found, start iterating through using a for loop.
    		for(var i = 0; i < userTags.length; i++ ) {
    			//If the user is a super-end-user, then grant permission to submit tickets. Unhide the submit a request button
    			if (userTags[i] === 'super-end-user') {
    			//unhide submit request button
    			//If the user is tagged for no-support, then he is not permitted to see any content in the help center 
          //nor post to the community. This code hides all of the New Post buttons
    			else if (userTags[i] === 'no-support'){ 
          //hide New Post button
    • styles.css
      /*show role-specific div html*/
      div.no_support {
      display: block;

      /* ====================================================
      things to hide at start up
      ==================================================== */
      a[href$='requests/new'], a.submit-a-request{
      display: none;
    • header.hbs
       <nav class="user-nav" id="user-nav">
      <div class="no_request">{{link 'new_request' class='submit-a-request'}}</div>
    • all community pages (community_*.hbs)
     <div class="no_support"> 
    <span class="post-to-community">
    {{link 'new_post' class='button button-large'}}

    Article Permissions

    Individual article permissions can be managed using standard built-in Zendesk functionality for user segments. Permissions can be set based on tags, email domains, and individual users. 

    User Segments

    @Mandy: You might want to use user segments to determine who can see the courses

    Course  Visibility: Organization tag course.







  • Mandy Maleta

    Thanks! I've tried the allow and block list option too but it is not working as I had hoped. I may hop over there and ask a few questions as well. Thanks again!

  • Christian Carrion

    Is there a way to add an end user into the system with only a phone number and name, the same way a phone API bot would?

  • Dave Dyson
    Zendesk Community Manager

    Hi Christian,

    Yes, when adding a new user manually, you can leave the email address blank, and then click "+ add contact" to add the phone number once you're taken automatically to the new user's profile. (Obviously a user with no email address will not receive any email notifications from their tickets, though.)

  • Bram Goossens

    Article is not up to date (new admin section).

    How can I enable agents to create end users?

  • Cheeny Aban
    Zendesk Customer Care
    Hi Bram, 
    All your agents can create end-users by doing the provided instructions above except those with restricted ticket access. Are any of your agents having a problem creating an end-user? 

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