Stop "CC" users from creating a password / account
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Publication le 03 mai 2023
We have our system set up so that only Contacts that are verified by us can log tickets. There is workflow set so that if a Contact doesn't not have flag set on them (valid_user) then the ticket is bounced back saying they are unable to register tickets.
However, on tickets where other people are added as a "CC" contact, Zendesk creates a Contact for them, then sends them an email to Register a Password - they then do this - then the think they can register tickets but they cannot as they are not verified.
Since external people and organisations are sometimes added as CCs I want to prevent the email being sent asking them Register - can I do this?
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2 commentaire
Phoebe Morin
At this time, unfortunately, it appears that this system behavior cannot be changed. The only suggestion I can offer here is to disable CCs for agents and end-users, however, I understand that this may not be a realistic option for your workflow.
Other users are discussing similar needs here: CC'ed contacts causes end users being created
You can up-vote that original post and add your detailed use case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Specific examples, details about impact, and how you currently handle things are the most helpful things to share to help our product teams understand the full scope of the need when working on solutions.
We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality. I will set this ticket to Solved for now, but please don't hesitate to let me know if you have further questions.
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Darren Bell
Just to add, we tried using the API to Suspend these orphaned contacts - but then they no longer get the CC messages on the tickets.
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