How do I configure Zendesk so end users can see their own tickets?

回答済み

28 コメント

  • Jennifer Zou

    End User can see their tickets in the Zendesk system. In the ticket email, they have a link that direct to the Zendesk portal. They can logged in and check their tickets, I believe it is not something that administrator can configure.

    If your ticket email does not contain an Zendesk link, then you configure it in the trigger

    0
  • Julien De Mélo

    I don't have link in the email. Where can I find ressources to help me configure the trigger to have an link on it ? 

     

    Thanks :)

    0
  • Julien De Mélo

    Ok I found how to do it. Thanks

    0
  • Jessie Schutz
    Zendesk Team Member

    Welcome to the Community, Julien! Let us know if you need anything else. :)

    Thanks for jumping in to help, Jennifer!

    0
  • Team em.pren.do

    I have the same problem, my users cannot see their tickets online. On their user profile they just see their activities from Zendesk Guide, nothing from Zendesk Support. 

    How did you solve it?

    0
  • Jessie Schutz
    Zendesk Team Member

    Hi Team em.pren.do!

    When your users are logged into your Help Center, they can click on their profile picture and select My Activities. That will automatically take them to a list of their tickets in Support. If there is nothing listed there, then they haven't submitted any tickets from the email address they logged into your Help Center with.

    One thing to bear in mind is that if you have done any customized coding in your Help Center theme, who ever wrote the code could have inadvertently hidden that part of the user's activity. So be sure to check into that if you've customized your theme.

    0
  • Roman M

    Jessie,

    We have Essential Support and Lite Guide plan. Our end users do not see the tickets they submitted. I was advised that Lite Guide should be changed to Professional Guide for users being able to see their own tickets and tickets submitted within the organization. Please advise if that's the case.

    Thank you. That's been our first day on Zendesk, and so far, to be honest, we aren't happy with the way system is configured - it's very difficult to understand the meaning of this Guide stuff and why we need to overpay for that for customers simply to see own tickets submitted.

    5
  • Roman M

    That's what actually My Activities show: no tickets end user submitted. Completely empty screen.

     

    1
  • Austin Lacey
    Zendesk Community Team

    Hi Roman,

    You will indeed need Guide Professional in order for your end users to have the portal where they can view and respond to their tickets. 

    The Guide Lite plan will allow end-users to submit tickets, but they won't be able to see a history. The "Contributions" section you are showing will populate with posts/comments that end-users make on your Help Center articles.

    Additional information about this feature can be found in this article: Submitting and tracking support requests in Help Center.

    1
  • Cory Bagozzi

    I have had a very similar experience to Roman M it was not apparent that a huge upgrade would be needed in order for End Users to see their tickets (this seems like an expected feature for a ticketing system). I discovered it after our trial ended and I was making final adjustments now that we were on the Essential plan (and Guide Lite since we are only planning on using ticketing). I'm relooking at the other platforms we were considering and then making a decision on refund and change or live with the higher costs we will have to sign up for. Maybe I overlooked it, but Zendesk should consider making this more obvious during discovery of the product as it seems like a no brainer that End Users see their tickets after submitting.

    1
  • Greg Fishback

    I've got to agree with Cory here.  This just may very well be a show stopper.  Competitive products offer this functionality within the professional price point.  This is a significant cost increase for what should be core functionality.  Cory, can you share with the forum what your end decision was?

    1
  • Nicole Saunders
    Zendesk Community Team

    HI Greg - 

    To clarify, the "My Activities" feed where users can see their own tickets IS available on the Professional plan.

    The only plan that does not have access to this functionality is the Lite plan (previously called the "Essential" plan). 

    0
  • Michael Davis

    Hi Nicole,

    I see what you're getting at, but you're talking about Guide Professional not Support Professional. As far as I can tell, this feature is gated by Guide, which makes no sense. What if I just want a ticketing system (which should definitely include some type of front end for users to log in and see their active requests) without all the knowledge base/help center functionality of Guide?

    My organization was using Guide Professional as well as Support Professional, but ultimately decided to discontinue our use of Guide as we weren't really using it and it's a significant expense. Imagine our surprise after disabling it to start receiving e-mails from our end users stating that they were no longer able to access their active or solved tickets. Why this fundamental Support functionality is wrapped up in Guide, I have no idea.

    0
  • Nicole Saunders
    Zendesk Community Team

    Hi Michael - 

    Thanks for the clarification. If you just want a ticketing system, you can still use Support, but you're correct that there's no user portal - they would only be able to access their tickets via email. The reason this functionality is wrapped up in Guide is that there's no user facing side to Support, so there's nowhere for a user ticket portal to live in that system. I'm sorry this wasn't made clear to you when you discontinued your Guide subscription. 

    0
  • Amanda Gunn

    Hello,

    I am wondering if this is intentional or if there is a configuration needed/missing, but we are looking to allow our end users to initiate ticket creation from a phone call, chat, web widget (directly embedded in to our site) and email.

    During testing I am finding that end users can see their web widget, phone call and chat tickets all in the Help Center they access via SSO from our site, but that their email tickets are not visible here - is this correct?

    I can see in Zendesk that all tickets are associated to the same end user.

    Are email tickets forced to only use email as the way to communicate back to end user? Typically we have email alerts with ticket information stripped out and guiding them to log in to our system and accessing the Help Center via SSO to keep all information secure.

    Thanks,

    Amanda

    0
  • Hillary Latham
    Community Moderator

    Amanda Gunn, we use email a lot and have 50% of our tickets created from email.  These show for customers in our web portal.  I do not know of a why to configure the webportal or support so these tickets would not show.  As long as they are not suspended tickets and have a public comment, they should show in the webportal to the end user.

    0
  • Phil Jackson

    I wish I knew this was unable to be done before I purchased this product. So, the only option to allow users to be able to view their submitted tickets is to get the professional version?

    0
  • Nicole Saunders
    Zendesk Community Team

    Hi Phil,

    That is correct. On the lite version users just have the email interaction as a record of their tickets.

    0
  • Phil Jackson

    What do we have to do to get zendesk to add this feature to all versions? It's crazy to make this feature a premium feature.

    0
  • Roman M

    Phil, Roman is here - the guy who was surprised 2 years ago (see my response from 2 years ago) the same way as you are. It's funny, but I am still getting email notifications when a new person comments on this topic/tickets... :)

    We're currently working on migrating away from this junk platform. It's all bogus nonsense with close to zero improvements throughout the course of the last 2 years: the problems we experienced 2 years ago are the same we're experiencing now.

    Don't make your company dependent on this junk platform. It's not worth it. I was stupid to sign with them and pay those extra bogus fees. Don't repeat my mistakes. There are better options on the market for much less price.

    1
  • Lea Jane Hug
     
    Nicole S. this is simply not true, we have Profesional Support and professional Sell but Zendesk is still now providing options for our clients to see their own tickets. Apparently, Zendesk wants us to pay more than what we are paying now to let our clients see their tickets in help center. 

    If im not right please correct me, we really would like to see how customers can see their own tickets. 
    0
  • Nicole Saunders
    Zendesk Community Team

    Hi Lea Jane, 

    Your best bet is going to be to get in touch with your Account Executive. The way we package and price our plans recently changed, (You can see the current plan types here: https://www.zendesk.com/pricing) so I'm not sure how the plans you are currently on align with the way things are now structured and whether you would need to upgrade. But the customer portal should be available on everything except the lowest plan type. 

    0
  • Lea Jane Hug

    Nicole S. thank you, will do.
    From our communication with the support i can just say that this is really not ok, we are paying a lot for the "Professional" plan on 2 platforms, and our customers cant see their tickets they have opened? Honestly that my company is not having Zendesk deeply integrated I would run for hills.
    The service we received since 2017 from Zendesk is pricy and not worth the hustle. And we did not get one new or improved feature since 2017 and now its 2021. Actually, Zendesk cut services, just like that one simple ability for customers to see their own tickets on professional plan.
    Now i see i need to pay an additional $20 per agent per month on top of what im paying for Professional Support, just so clients can see their tickets. On my 6 agents, i need to pay an additional $120 a month on top of current payments for professional, that's just ridiculous, for that amount I can get entire service support and help center for all my agents elsewhere. Its kinda sad that services are taken away. 

    2
  • Roman M

    Lea Jane Hug users are begging for this feature for more than 4 years.

    https://support.zendesk.com/hc/en-us/articles/230144347-Can-I-add-custom-ticket-statuses-

    Nicole Saunders is it still "not on a roadmap"? If yes - how is it not an up-sell strategy, and how do you listen to the community if the community has been begging you guys for this feature for more than 4(!!!) years and nothing has been done yet?

    1
  • Nicole Saunders
    Zendesk Community Team

    Hi Roman - 

    The custom ticket statuses that you linked to in your comment are indeed on the roadmap; you can see the official request from the product manager here: https://support.zendesk.com/hc/en-us/community/posts/203425466-Customize-Status-Field-Values

    I think that's a different feature than what's being discussed in the thread here, though. 

    There have been some recent changes to the pricing and packaging of our products. The customer portal (the place where users can go to view their tickets) is now included in all of the plan types except for the most basic one, which should make it accessible to more people. You may want to contact your account executive to see about adjusting from a legacy plan to one of the suite plans that includes the customer portal. 

    For more information on the new Suite-based packaging and pricing, visit: https://www.zendesk.com/pricing/#everyone

    0
  • Roman M

    Fantastic job, Nicole Saunders : the feature was requested back in 2010, and only 11 years passed since then. I'd be out of business if I treated my customers this way.

    Cheers.

    1
  • Barry Ghotra

    I know this is an old thread so pardon me for asking a question here. If this is not the right place, kindly point me to the right direction. I am not a ZENDESK client, but I am a client of a group that uses zendesk for HELP DESK/client incident response. My question is related to the view and end user (or client) sees when they log into the zendesk. I see very little information or basic fields e.g, Subject, id, Created, Last activity, status. However, I noticed that when our vendor is sharing his screen there's a lot more fields that they see and can search by e.g, reference number, client name etc., So the real question is can these additional fields be added to the external portal that the client's see? If so, is it controlled by the type of the license that our vendor is using? If so, how can we tell what version or license the vendor is using and how can they add these additional fields to the client portal please?

    0
  • Dave Dyson
    Zendesk Community Team

    Hi Barry,

    Zendesk support agents have access to fields that are normally hidden to the end-user, as you've seen. It is possible to add certain other built-in ticket fields to the customer portal, but I think the fields you're talking about (client name, reference number) would be custom ticket fields that unfortunately cannot be added.

    For more information, see Can I add custom fields to my customer's view?

    Any item in the request object list here could be included on that page: request object

    0

サインインしてコメントを残してください。

Powered by Zendesk