Dominic Tucker

 

Separate security settings for Help Centre and Web Widget

Feature Request Summary: 

Within the Zendesk admin centre, there is an option for 'Anybody can submit tickets', with this disabled the web widget becomes unavailable for registered users and unregistered users. This function also disables the signup form on the Help Centre. 

It would make sense to have this split out slightly and in an ideal world it would look like this: 

• Registered users can still use the web widget and submit tickets 
• Sign up form is disabled from Help Centre 
• Registering a user is done by an agent 

OR - Have an option where, if someone signed up to the Help Centre, it would require approval from an agent prior to their account becoming active. This would ensure the end-user enrolment was monitored, currently there is no alerting in place to indicating someone has registered for an account on the Help Centre 

 

Description/Use Cases: 

Our business model requires us to provide documentation to our customers, in most cases this is confidential documentation and we'd like to use the HC to facilitate this. With the current limitations within the ZD admin centre, we either have to disable the web widget to allow us to lockdown our help centre or allow everyone to register for our help centre. As you can imagine, this poses a risk to us. Preferably, the 'Anybody can submit tickets' should only directly relate to whether a user is registered or not by an agent, or self-sufficient. 

The business impact of limitation or missing feature:

Risk to exposure of confidential documentation stored on Help Centre - Lack of communication options through ZD when the option is disabled, no oversight of newly registered users unless you manually check through the end-users list. 

Hope this makes sense 

 

Additionally: this ZD ticket ( #10460689) can be viewed for additional context and information if and when required. Also, feel free to reach out and I'd happily demonstrate my logic above.