How do I configure Zendesk so end users can see their own tickets?

Answered

9 Comments

  • Jennifer Zou

    End User can see their tickets in the Zendesk system. In the ticket email, they have a link that direct to the Zendesk portal. They can logged in and check their tickets, I believe it is not something that administrator can configure.

    If your ticket email does not contain an Zendesk link, then you configure it in the trigger

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  • Julien De Mélo

    I don't have link in the email. Where can I find ressources to help me configure the trigger to have an link on it ? 

     

    Thanks :)

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  • Julien De Mélo

    Ok I found how to do it. Thanks

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  • Jessie Schutz

    Welcome to the Community, Julien! Let us know if you need anything else. :)

    Thanks for jumping in to help, Jennifer!

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  • Team em.pren.do

    I have the same problem, my users cannot see their tickets online. On their user profile they just see their activities from Zendesk Guide, nothing from Zendesk Support. 

    How did you solve it?

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  • Jessie Schutz

    Hi Team em.pren.do!

    When your users are logged into your Help Center, they can click on their profile picture and select My Activities. That will automatically take them to a list of their tickets in Support. If there is nothing listed there, then they haven't submitted any tickets from the email address they logged into your Help Center with.

    One thing to bear in mind is that if you have done any customized coding in your Help Center theme, who ever wrote the code could have inadvertently hidden that part of the user's activity. So be sure to check into that if you've customized your theme.

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  • Roman M

    Jessie,

    We have Essential Support and Lite Guide plan. Our end users do not see the tickets they submitted. I was advised that Lite Guide should be changed to Professional Guide for users being able to see their own tickets and tickets submitted within the organization. Please advise if that's the case.

    Thank you. That's been our first day on Zendesk, and so far, to be honest, we aren't happy with the way system is configured - it's very difficult to understand the meaning of this Guide stuff and why we need to overpay for that for customers simply to see own tickets submitted.

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  • Roman M

    That's what actually My Activities show: no tickets end user submitted. Completely empty screen.

     

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  • Austin Lacey

    Hi Roman,

    You will indeed need Guide Professional in order for your end users to have the portal where they can view and respond to their tickets. 

    The Guide Lite plan will allow end-users to submit tickets, but they won't be able to see a history. The "Contributions" section you are showing will populate with posts/comments that end-users make on your Help Center articles.

    Additional information about this feature can be found in this article: Submitting and tracking support requests in Help Center.

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