Recent searches

No recent searches

"Anybody can submit tickets" should be able to be controlled for each form individually

image avatar

Krsna Musterer

Posted Feb 08, 2024

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

"Anybody can submit tickets" which is found at /admin/people/configuration/settings is a setting that is account-wide. However, it is desired that some forms are open to anyone, while others are only available behind the login.

What problem do you see this solving? (1-2 sentences) 

This change would allow us to actually use the web widget. 

We currently have all our forms behind a login. We now wish to add the web widget to one of our apps with only one form enabled. It seems it is not possible to use the web widget with "Anybody can submit tickets" disabled at /admin/people/configuration/settings. If we enable it, this setting stops requiring people to login before seeing our forms on our support site, which we absolutely don't want to change. This means our developers will need to find a different solution to allow users of this one product to submit tickets from within our app. Yet this is exactly what the web widget it supposed to do for us.
 
Because of this restriction, we are seeing this error in the console when we try to submit the form from the web widget: "Access to XMLHttpRequest at 'https://{OUR ZD DOMAIN}.zendesk.com/api/v2/requests' from origin 'https://www.{OUR APP WEBSITE}.com' has been blocked by CORS policy: No 'Access-Control-Allow-Origin' header is present on the requested resource."
 
I could absolutely see this serving other purposes as well, sometimes there is a general enquiry form that should be open to everyone (maybe it goes to Sales), and a separate form for customers (that goes to Support). More control is always better.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

It took us over a week of investigation to understand why the web widget wasn't working. Finally a support agent asked me to enable that setting to make it work, which we won't do. So now we need to find a totally different way to allow people to submit tickets from within our app.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

We will need to use a workaround, probably directing people to send an email, a completely new plan will be needed.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

I'd like "Anybody can submit tickets" to be a setting on each form. I'd also like the information of this requirement to be somewhere more clear in documentation about the Web Widget, I didn't come across this requirement in any of my troubleshooting and searching support.zendesk.com.

5

2

2 comments

Date
    image avatar

    Shawna James

    Community Product Feedback Specialist

    Hey Krsna,
     
    Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

    0

    image avatar

    Anastasiya Kastsiushkina

    Zendesk Product Manager

    Hello Krsna,

    Thank you for your feedback, and I apologize for the delayed response. We understand the frustration this can cause and are working to improve our processes to prevent such occurrences in the future.

    The "Anybody can submit tickets" setting should only restrict the Web Widget (Classic) and shouldn't affect our Zendesk Web Widget (Messaging). Therefore, we recommend considering a switch to Zendesk Web Widget (Messaging), as unfortunately, we are currently unable to prioritize improvements for the Web Widget (Classic).

    We are going to leave this post open for comment to allow others to provide their feedback, 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.

     

    Best Wishes,
    Anastasiya

    0

    Please sign in to leave a comment.

    Didn't find what you're looking for?

    New post