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User was or was not logged in while creating a ticket in the contact form?
Posted Nov 19, 2021
Hello,
We want to know when a user was logged into the helpdesk when he created a ticket. In zendesk itself it already shows this under the right sides dropdown. It mentions that the user was not logged in there. It says nothing otherwise.
However that info seems to be not available in triggers, which would be pretty decent, since it provides some sort of safety about it really being the user writing us.
I checked the json responses for tickets and found that when I create a ticket in the browser I am logged in as an agent that the source part mentions "help_center" as source.
However, when creating a ticket in incognito with a non logged user email and the same again with that user being logged in, it only shows "none" for both. Not helpful there.
So am I missing where this info is stored? I need to access that info somehow. If through a trigger or through the zendesk API wouldn't matter.
Anyone know how to do that?
Thank you!
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2 comments
Vahe Khumaryan
Hi Zendesk Team. Do you have a recipe or a workaround to identify whether the ticket is submitted while the user is vs is not signed in on the help center?
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Tim McLean
You're right; there isn't a way to determine a User's authentication status via triggers.
I have added this to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your feedback and for being a valuable customer with Zendesk.
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