Permitting only users with approved email addresses to submit tickets

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17 Comments

  • Richard Allen

    thanks for the article. what happens to the suspended request once the user does register... is it auto-recovered or does the request have to be manually recovered? thanks

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  • Brett Bowser
    Zendesk Community Manager

    Hey Richard,

    The suspended request would need to be manually recovered but any future requests would be created normally.

    Let me know if you have any other questions!

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  • Jawad

    Is there then a way to allow those un registered users to GET their support ticket history?

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  • Anton M.

    We have tried to enable "Ask users to register" option with external authentication enabled for end-users and Zendesk auth disabled.

    In this case, the ticket got unsuspended as soon as the end-user clicks the e-mail link before he passes authentication. Is it intended behavior? It works as an e-mail verification, not authentication. 

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  • Juraj Jarmek

    Hello @...,

    Yes, you are right.

    The e-mail link functions as an email verification in this case.

    That was intended to work like that.

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  • Christophe Vercarre

    We have a restricted access ticketing system. 

    We are now thinking of implementing the social media channel, more specifically whatsapp. We will give our whatsapp number to our users. 

    How do we recognise our users without them having to identify themselves. We are currently using single sign in on our website, and it works perfectly. We know who they are, and to whom organisation they belong. 

    How can we make sure it's the same case with whatsapp, without us having to enrich the ticket with name and organisation, which means digging into our database each time.

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  • n k
    1. is there a limit on the concurrent customers (end users) logged in  ?
      what is the cost of each customer accessing the Help center ? 
    2. I cannot find any documeantation on this . 
    3. Please help, it seems you buy 2 enterprice licenses and have 1000 end user logins on help center ?
    4. Please help if you ahve information on this.
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  • Richard Allen

    n k ~ no limit, no financial cost for end users << the second one is not true for all Customer Service providers. the 1,000 you mention refers to Zendesk Light Agent licenses, which are bundled with Suite Enterprise, and which soften the overall cost

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  • Lupita Soto
    Hi, I'd like to know how to stop legitimate requests from being sususpended. I checked all of the settings and can't find where. Theproblem I see is that the sender's email is ours instead of the customer's email. They're sending the message from our App I think and when it arrives in Zendesk it goes to suspended because it has 'Cheers@poply.com' as the sender, that is our email. I hope this makes sense. Thanks for the help. 



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  • Orlando C

    Hi Lupita,

    You can put your domain on your allowlist to prevent this issue from happening. You can have a look at this article about Using the allowlist and blocklist to control access to Zendesk Support
    for reference. Hope this helps!

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  • Lupita Soto

    Thanks, will give it a try!

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  • Lupita Soto

    This is still happening and I spent over an hour reading so many articles on this topic, why is it so difficult and confusing to get a simple answer? I want to edit the rules applying to 'suspended' tickets. Where can I find that section? Thanks!

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  • Dave Dyson
    Zendesk Community Manager
    Hi Lupita -
     
    The ticket suspension rules are not editable – they're explained here: Causes for ticket suspension
     
    Your example screenshot shows the "to" and "from" addresses being the same – it's likely this was suspended as an email loop (see the article above). 
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  • Josh Kelly

    Brett Bowser question concerning your post earlier:

    Hey Richard,

    The suspended request would need to be manually recovered but any future requests would be created normally.

    Let me know if you have any other questions!

    According to https://support.zendesk.com/hc/en-us/articles/4408828416282, the behaviour you mentioned is a bit different. I've quoted the relevant portion below:

    Solution:

    The user will be prompted to register for access (see Permitting only users with approved email addresses to submit tickets). Once the user has registered, their Suspended ticket will turn into a Support ticket without any action from an Admin required.

     

    I can see the edit date of that article is more recent than your post here, but I just wanted to resolve the conflict between the information.

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  • Brett Bowser
    Zendesk Community Manager
    Hey Josh,
     
    This functionality most likely changed from my previous message and now admins won't be required to manually recover the requests. 
     
    Thanks for confirming!
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  • Jeroen Mulder

    Is there a way to first have a self registered user approved by an agent?

    The idea is that we (as an organisation) can determine if we approve the registered email address just by reading the motivation and clicking accept or reject.

    This would prevent users being able to go to the help center once they have registered themselves and see all kind of "registered user only" information.

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Lupita, 

    Unfortunately, there is no native way to set up an approval before an account could be created or to approved a self-registered user. We understand your need for this functionality so I am marking this comment as product feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.
    0

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