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Adding end users



Edited Jun 21, 2024


7

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38 comments

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)? 

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image avatar

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?

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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? 

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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

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
			$('a[href$="new_request"]').show();
			$('a.submit-a-request').show();
			}

			//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
      $('div.no_support').hide();
 			}
		}
	}
}
  • 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>
    </nav>
  • all community pages (community_*.hbs)
 <div class="no_support"> 
<span class="post-to-community">
{{link 'new_post' class='button button-large'}}
</span>
</div>

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.

 

 

 

 

 

 

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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!

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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?

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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.)

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

How can I enable agents to create end users?

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image avatar

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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Hi,

is there an automatic way to add users as soon as they have been registered in our product?

 

0


Hi there,

Is it possible to make specific end user fields (including custom ones) conditional/mandatory before being able to add the user? 

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Link at the bottom of article 

 

  1. See Viewing a user’s profile in Zendesk Support for information about default user fields.

 
doesn't exist.

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image avatar

Cheeny Aban

Zendesk Customer Care

Hi Jess, 

There are several ways on How can a user be created in Zendesk? Unfortunately, it is not yet possible to make custom fields mandatory. However, you can automatically fill out custom fields via API

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Hello - My Agents can no longer add End-Users - per the above - there is a note that Agents with restricted ticket access can't create or edit end users.  - when did this change as they were able to do so previously and they did not have access to All Tickets

Note: Agents with restricted ticket access (that is, access set to anything other than All tickets) can't create or edit end users using the steps in this article.

2


Lori Anne Graziano I have the exact same issue and I am searching for an answer as well.

Perhaps someone from Zendesk can confirm how to allow agents to create tickets but not be able to see all tickets. We have several departments that use Zendesk and it is not appropriate for all Zendesk users to be able to search all Zendesk tickets

2


Correction - create tickets to new end users without being able to search all tickets

 

1


image avatar

Gabriel

Zendesk Customer Care

Hello,

Unfortunately, it is not possible to restrict access to tickets and allow end-users to create or edit end users. As the article suggests, in order to achieve this, the agents will need to have access to All tickets. 

Thanks for your comprehension! 

-2


hi Gabriel, 

I am picking up on what Lori and Deandrea have raised

"Agents with restricted ticket access (that is, access set to anything other than All tickets) can't create or edit end users."

This is not ideal for us.  We use Zendesk for HR Request Management, our HR staff in one region should not see HR tickets for another, this could affect how we manage personal data.  

For us the functionality of a Agent creating a new End User is not related to their Ticket Access.  A agent should be able to manually create users and manage tickets for the users in their groups.

Gabriel, can you explain why end-user Creation/Edit is not possible for Agents with restricted ticket access, and was this always the case?

thanks, Mark

1


Hi Lori Anne Graziano, Colina Insurance Limited, and Mark H

The Support Enterprise and Suite Enterprise and above subscription levels allow the creation of custom agent roles, which would allow you to allow agents restricted to tickets assigned to their groups to create end-users. See Creating custom roles and assigning agents

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Hello - I have not made any changes for years on access levels for our agents and now they are having issues adding end users.  What has Zendesk changed?

1


image avatar

Brett Bowser

Zendesk Community Manager

Hey Lori,

Did you recently upgrade your Zendesk plan or downgrade by chance? It's possible that you got access to custom roles due to plan changes or maybe those permissions were removed if you downgraded. I'd recommend taking a look at your custom roles and making sure the permissions are set up correctly as mentioned here: https://support.zendesk.com/hc/en-us/articles/4408832292506-Managing-custom-roles
 
Happy to look into this further with you if you're still not able to get this working properly.
 
Keep us posted!

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no, we have not upgraded or downgraded our plan nor make permission changes.  I did have to give the agents access to all tickets as a workaround so they can perform their job and add new users as needed but this is not ideal.  thanks

1


image avatar

Brett Bowser

Zendesk Community Manager

Hey Lori,

It looks like you have a ticket open with our Customer Care team regarding this issue. They will be able to work with you further to get your questions answered :) 
 
Thanks for bringing this to our attention!

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We have the same issue as Lori Anne Graziano. And there is no help to get in the Customer care team.

What plan do we need for agents to create end users but not see all tickets?

And why have you changed it? It makes no sense that agents must have access to all tickets, to be able to add a new email address.

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It appears that based on the responses above that they have removed the functionality from the lower level plans. In my mind agents having the ability to create proactive tickets would be needed functionality in ALL plans but I guess their current viewpoint is different. Hopefully they review this in the future and restore the functionality.

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Hiedi Kysther

Zendesk Customer Care

Hey Jon Corbitsø,

I'd like to investigate this issue further, I've created a ticket on your behalf so we can troubleshoot this together. Kindly check your email for more information. Speak soon! Thanks! 

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Hi, 

Does anyone know if there is any way for an end user to be able to see multiple tickets - ie ones that their team has logged. Not all the tickets of the organisation

 

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Gabriel Manlapig

Zendesk Customer Care

Hi Zak,

In the customer portal, only your own, you're CC'd on and your organization's support requests can be tracked at the moment.

For reference, please see this article: Submitting and tracking requests in the help center Customer Portal

I hope this answers your question. 
 

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Is it possible to create an end user with no e-mail address or phone number? The use case being that they are a help centre user only, raising, reviewing and updating tickets through the portal?

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Arianne Batiles

Zendesk Customer Care

Hi Tim Barrett

Unfortunately, no. The only time an end-user can have a profile without an email address is when a support request is submitted via Facebook/Twitter or chat (creating a generic Visitor record). However, if a user is submitting a request via the help center web form, an email address is required. 

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