The language that Zendesk insists on including on the login page are incorrect, misleading, and create a security issue for our customers.
The language at issue is, "If you've communicated with support staff through email previously, you've already registered. You probably don't have a password yet, though."
Our customers take this instruction, Get a password, to heart and they repeatedly attempt to follow it. The difficulty is that our customers do not deal with our Service Desk through Zendesk; instead they use our internal system. Therefor, because Zendesk has no record of our customers, their repeated requests for a password cannot work. All they do is disclose their various addresses, try to find one that works, until they become frustrated and complain to us.
We've asked Zendesk to remove the text. They refuse. We are going public to inform those who are interested in accessing our Knowledge Base as follows:
"Thanks for your note.
"The instructions that Zendesk imposes for logging into our Knowledge Base that is hosted with it are incorrect, but so far Zendesk will not allow them to be changed.
"Please create a new login to allow you access. While you may certainly use the same email address as in our store, we strongly recommend using a different password as we cannot be certain of Zendesk’s security."
Of course, we're also exploring alternatives to Zendesk for hosting our KB.
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