Chandra Mullineaux

Have you considered using the Knowledge app instead of a macro? You could put the content block inside of an article, then copy it to tickets via the Knowledge app.

We are on the Enterprise plan, so the flagged article tickets are being assigned to the article Owner first, before using our custom trigger that routes the article to the KB manager. Is there any way to disable the assignment first to the article owner? It's causing confusion because they are getting an email about a ticket assignment. In the old app, assigning to the owner was a configurable option.

We have a very similar use case as the original poster. We had to use a JavaScript solution designed by a third-party consultant as a workaround when we first implemented Zendesk, and our inability to update it ourselves has prevented us from being able to upgrade to the newer Zendesk Help Center template without needing to hire someone to redo our JavaScript again. it would be fantastic if we could get a solution for this out of the box!

Since we have our HC locked down, there is no registration link on the sign-in page. It's been several years since we set it up, but I believe the setting is in Admin Center under People > Configuration > End Users > Anybody can submit tickets (we have this disabled). 

Our custom Request an Account link is in the main header area of our HC, but not on the Log In page.

Hi Jake -

We are a B2B shop and we need to get approval from the customer's organization before we are able to create a user account and allow a person to submit tickets on behalf of that organization.

I'll try to answer your questions in order:

1. We have a button on our HC that says "Request an Account." This button links to a Google form. We use JavaScript to hide this button from users who are already logged into the site. When a user fills out the Google form, it sends an email to our Zendesk HC email address, which creates a ticket. We have a Trigger set up to automatically route these tickets to a specific group who handles these new account requests. One of the fields in our Google form asks the user what organization they work for. When we receive the ticket, we look up that Organization record and find the person(s) designated as the "key user" for that Organization and email them (manually) asking for approval to set up the user account.

2. Once we get the approval from the key user, we set up the user account and use the Reset Password link on the Security tab to send the user a confirmation / password reset email.That email contains a link to the HC and allows them to set their password. We then change the requester on the account request ticket from the dummy user we set up at the Gmail address that hosts the Google form to the actual new user, and then use a Macro to send them another confirmation email with additional details about using the site.

3. We do have a link to our support site on our main website, but users aren't able to submit tickets unless they have an account. We have both Log In and Request Account buttons at the top of our HC, and we use JavaScript to swap them out for a Submit a Ticket button once the user is logged in. 

4. We have our HC completely locked down, which means users are not able to self-register at all. One of the down sides of this is that if a customer CC's a person who does not have an existing account, and that person replies via email to the ticket, that email will go to the Suspended Queue in Zendesk. We then have to manually relay the message to the agent who has the ticket, unless the key user for the Org wants us to create an account for that person. Also, if a person who doesn't have an account emails our Zendesk HC email address, it goes into the Suspended Queue.  

I hope that helps. I know our process is pretty convoluted due to the requirement that we get approval from the Org before creating an account, but you might be able to use some parts of this.

We have been struggling with this for almost 10 years now. We have had to lock down our Help Center, and have customers request accounts via a form completely outside of Zendesk. I would LOVE to see this capability included in Zendesk!

We cannot migrate to Agent Workspace until we are able to move the content box and most recent message back up to the top. 99% of our ticket volume is via email. We give our customers the option to use chat, but the majority of the requests are too complicated to be handled that way.

Is there any way to get a notification, or trigger anything at all when a user is suspended? We would like to notify the account manager when a user is suspended so that they can update the contact roles in Salesforce if necessary.

The old Ticket to Help Center app (which the Knowledge Capture app replaced) used to allow you to copy ticket comments to an article. We were able to use this in combination with ticket fields and a macro to somewhat replicate KCS best practices, but now we can't even do that without copying and pasting. We need to have a way to work on the article while we are updating the ticket. That is a really important part of KCS!

Are there any plans to combine the Knowledge Capture and Knowledge Base Datasets? 

Use Case:

I would like to break down our Knowledge Capture activity by product area, which we segment into different sections in our Knowledge Base. Currently the Article Section is only available in the Knowledge Base dataset, and our Knowledge Capture Events are only available in the Knowledge Capture Dataset.