Issue symptoms
I have a pre-filled ticket form so certain ticket fields are filled out automatically. When unauthenticated users click the link with the pre-filled URL parameters, they're prompted to sign in through SSO (single sign-on system). After signing in and returning to Zendesk, the extra parameters in the URL are removed and the ticket fields are not pre-filled.
Resolution steps
The pre-filled ticket form is incompatible with unauthenticated users in help centers using SSO authentication. For this workflow, end users should sign in before using the pre-filled ticket form.
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2 comments
Elaine
I'm sorry to learn about your experience. I highly encourage reaching out to our support team so we can thoroughly investigate and better understand your specific situation.
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Mason Sherman
I have users that are authenticated and logged in via SSO (Keycloak) that click on pre populated form links and nothing is pre populating. These historically have worked in our environment and I am not sure what is causing the limitation.
Any suggestions that I can look into Isaiah Allekotte ?
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