Allow end users that are not signed in to add CC's

Answered

10 Comments

  • Jessie Schutz
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    Hey Arno!

    As long as your settings allow it, your end users can add CC's via email without being logged in to your Zendesk.

    If they're interacting with tickets in the My Activities area in your Help Center, though, they will have to be logged in. 

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  • Arno N
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    Hi Jessie,

    Thanks for your reply, but can you explain how and where I need to configure this?

    The article you linked to mentions the opposite of what you are saying: "You can give agents and signed-in end-users permission to copy (CC) people on tickets or you can restrict adding CC's to agents only. "

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  • Jessie Schutz
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    Hey Arno,

    The bit you quoted above refers to end-users being able to add CC's from the ticket view in Help Center. They need to be logged in to be able to view their tickets there.

    If your end-users are updating tickets via email, anyone that's cc'd on the tickets they send to you will automatically be added as CCs on the tickets. Your customers do not need to be logged in to do this.

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  • Max Mulsch
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    +1 for me. I need the CC functionality enabled for end users that are not signed in. We don't want our users to send emails to us directly, as we require a certain amount of information for tickets to be accepted. This can only be achieved by web forms.

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  • Jessie Schutz
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    Hey Max!

    Can you give a little more detail about why it's important for your users to be able to add CC's to their tickets without being signed in? What problem would this be solving for you?

     

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  • Max Mulsch
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    Hey Jessie,

    Thank you for your swift response. We use Zendesk for as a service desk for internal users only. We are working with various tools and services, which all require a different login. Most of our users don't want to create yet another account but do want to be able to send in requests. Often other departments need to be CC'd on a request, however, this is not possible when you are not logged in. So now they send in a request and ask us to cc other departments/users.  

    I think this could be an easy setting as it is already working for logged in users. We have blacklisted any email addresses that don't belong to the company, so I'm not expecting any spam.

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  • Dan Cooper
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    We initially started with unique Zendesk accounts for our users and had to deal with forgotten passwords and such.  When we moved to SSO for our internal help desk, it helped out tremendously.  I would recommend doing the same if you have the means.  It doesn't inconvenience our users to login using credentials they know and use frequently.  I've tried Microsoft SSO and it's really easy to setup, we currently use SAML which was beyond me, but our IT team was able to help following the SAML instructions below. 

     

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  • Jessie Schutz
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    Hey guys!

    Daniel took the words right out of my mouth!

    For customers who have multiple apps for their customers, we definitely recommend using some type of SSO to pass their login info over to Zendesk. This is going to be your best bet, since it's not possible for users to add CC's without being logged in. Let us know if you have additional questions!

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  • Larry Hawelu
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    We are looking into using the SSO option but in the meantime we are hoping there are possibly workarounds or add-ons that allow this to happen for individuals who aren't logged into Zendesk. Anyone else have a great way to handle this without SSO?

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  • Nicole - Community Manager
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    Hey Larry - 

    Welcome to the Zendesk Community! Hopefully some other folks will have some suggestions for you and will jump in soon. 

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