Ability to submit a community post without having to log in

18 Comments

  • Oscar Junker
    Zendesk Product Manager

    Hey Kelsey + others,

    I am interested in knowing the specific use case for why it is useful to have non-signed in users post to the community. Is this something you want to share more about here in the community? Potentially we could also connect through email or a call if you want to talk more about it in depth.

    We are releasing a feature very soon related to this, end-user alias. This will allow end-users to add an alias name to their account and thereby avoiding to expose their real name in the community. Is this at all relevant to you?

    Appreciate the feedback. 

     

    1
  • Jessica Makrinos

    We are interested in this feature as well. This is essentially the same as a guest checkout vs. logged in customers. If the customer is not familiar with the product or service, they may be hesitant to give all their information away with the fear of being spammed. One is more likely to interact if they do not have to "sign-up" especially if they have a simple question and want to remain anonymous. 

    With our industry, our customers or leads like to do their homework. We would like to make it as easy as possible to answer as many qualifying questions as possible in a free and open environment without the fear of being bombarded with sales emails, promotions, etc. from either us or Zendesk. 

    We have received a few "complaints" from leads saying they had questions about a help center question and didn't feel comfortable signing in.  

    1
  • Nicole S.
    Zendesk Community Team

    Thanks for the additional feedback, Ash.

    We have a new product manager taking over the community platform, and will make sure he's aware of the conversation in this thread. It may be a few weeks before he's able to come back and comment, but we'll make sure he knows that this is an active discussion. :)

    1
  • Nicole S.
    Zendesk Community Team

    Update added to this comment 5/24/19: 

    Development has resumed on the Communities platform. Users interested in this functionality should up vote the original post and share details regarding why they desire this functionality and how they would use it in the comments below.

    ___________

    Hey Robert - 

    The Communities platform does require authentication in order for users to post; that is not a change-able setting. There are no plans to develop any additional features or functionality for the platform, though I encourage you to continue sharing your feedback in case it is ever picked back up by the product team. 

    0
  • Robert Orzanna (Sheetgo)

    Hey Nicole, 

    > There are no plans to develop any additional features or functionality for the platform

    Why that? :-(

    0
  • Nicole S.
    Zendesk Community Team

    Wish I could tell you, Robert. My understanding is basically that some business analysts and product development teams evaluated things and decided that other products/product areas are higher priorities. 

    0
  • Robert Orzanna (Sheetgo)

    Alright, let's leave as is then. Thanks!

    0
  • Nicole S.
    Zendesk Community Team

    You're welcome. Sorry I don't have more exciting news on that front. 

    0
  • Robert Orzanna (Sheetgo)

    No worries. Will hack around it. :-)

    0
  • Nicole S.
    Zendesk Community Team

    haha, alright. If you get it to work well, you should share the process as a tip in our Tips & Tricks section. 

    0
  • Robert Orzanna (Sheetgo)

    Will do. :-)

    0
  • Kelsey DeBruin

    Hi Robert! We're wondering the same thing at my company, having the ability to post in the Community without being logged in. Wondering if you were able to "hack" around it? Thank you!

    0
  • Ilan Bresler

    Oscar Junker

    I'm very interested in allowing non-signed users to post in our communities. Will be happy to get on a call or email with more details. 

    0
  • Ash Eskrett

    We're also really interested in allowing users to create & contribute to community topics anonymously.

    My understanding is that this isn't currently possible as users need to have a zd account & be logged in, which won't happen for the majority of our customers - I imagine for a similar reason to what Jessica suggested.

    Users can vote anonymously but can't contribute content which would limit our ability to capture user stories & improve our products & services.

    If this could be improved, we wouldn't have to begin the search for a clunky forum platform!

    I'd also be interested in a call to discuss.

     

    0
  • Lydia Freeman

    We would like the ability for users to be able to submit a post anonymously. Our use case:

    We are an online school and use our Zendesk Help Guide as a community space for our students to share resources, make feature requests, give feedback, etc. We also ask our students to give feedback through and Airtable form, because they can do so anonymously there. We'd love to consolidate our feedback from students to be able to have 1 source of truth for all of our information, but we don't want to lose out on the feedback we get from students anonymously. So, we don't want this to be a non-signed in user, but just a checkbox where a user can say they'd like to post their message anonymously and then their name is masked.

    It's very important for our school image that we build a sense of trust and transparency around the feedback we are getting and addressing it openly, but we can't do that if our students don't feel comfortable giving us the feedback to begin with.

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Lydia Freeman

    So one solution that might work for you is enabling aliases for users within your community. This would let people be able to post with our revealing who the original poster was. I've shared a link below that goes into this process in further detail.

    Enabling aliases for users in Help Center

    Best regards. 

    0
  • Jen Rose

    We also want the ability to leave anonymous comments on an article from people without a Zendesk account.

    We have only one article in our Help Center open for comments: an "Ideas" article. This is a place to get product feedback. We ask people to suggest new features and vote on other's ideas.

    Enabling aliases is not a solution to our situation. Our problem is that the barrier to entry of requiring them to make a Zendesk account in order to leave an idea is too high, so an alias account has the same height of barrier.

    Connecting Zendesk profiles and our platform's user profiles is not a solution either. We prioritize privacy for our users and I have confirmed with Zendesk support that if one of our users asks to delete their profile on our platform and they have a connected profile on Zendesk, their deletion request would not delete their Zendesk profile at the same time. So that's a non-starter for us.

    Also, we don't care about the risk of negative or irrelevant comments from anonymous people commenting. We have the content moderation queue enabled and we don't mind monitoring that to make sure only real ideas are posted.

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  • Nicole S.
    Zendesk Community Team

    Thanks for sharing your feedback and detailed use-case, Jen.

    0

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