Customers are unable to sign in and view their tickets - settings password is not working

8 Comments

  • Bonnie Leib
    Comment actions Permalink

    Hi Rafi - 

    Customers will generally see that login error when your Zendesk Help Center is not yet activated. To activate your Help Center, please do the following.

    1. In Guide, click the Settings icon in the sidebar, then select Guide settings.
    2. In the Activate Help Center box at the top, click Activate.
    3. Click Activate again to confirm that you want to activate your Help Center.

    If this does not resolve your issue, please respond here and I will create a ticket so we can investigate this further. Thank you.

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  • Rafi Yagudin
    Comment actions Permalink

    Hi Bonnie,

     

    I activated help center but my customer is still seeing "{"error":"Couldn't authenticate you"}" when they try to login and view their tickets.

    Am I missing anything else?

    Thanks

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  • Rafi Yagudin
    Comment actions Permalink

    Nevermind. I see it now - how do I allow my customers to view their past tickets now that I have it activated?

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  • Bonnie Leib
    Comment actions Permalink

    Hi Rafi -

    Your customers can click the arrow to the right of their name and then My activities to see their past tickets.

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  • Rafi Yagudin
    Comment actions Permalink

    Hi Bonnie,

    I tested this out with a test user - I submitted an email to generate a new ticket, signed into my profile and clicked on "My Activities" and the tickets don't show up, all I see is this:

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  • Bonnie Leib
    Comment actions Permalink

    Hi Rafi. I created a ticket from our conversation to investigate this further and I will see you there!

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  • Francisco Godoy
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    please. what happened with this question?

    I have de same problem.

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  • Nicole - Community Manager
    Comment actions Permalink

    Hi Francisco -

    In Rafi's case, the issue was that their plan did not include the Customer Requests Portal.

    You have to be on Guide Professional in order for customers to see their Requests on the Help Center.

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