Carter Glascock

Our use case would be different, but I agree that a re-thinking of permissions/access to Organizations and End Users needs to be done for various agents and groups; we, too, have a bottleneck around this situation, and I think it could be improved by something like adding read/modify/full access rights to such things from a top-down/tree-level perspective.

While I consulted with Support via chat recently and was asked to create a post here, I do see that my issue has been brought up before: 

https://support.zendesk.com/hc/en-us/community/posts/360037670534-Turn-off-automatic-account-creation-for-end-users-when-they-are-cc-ed-in-tickets-?input_string=CC%27ed%20contacts%20causes%20end%20users%20being%20created

...as well as here:

https://support.zendesk.com/hc/en-us/community/posts/115008237587-Turn-off-automatic-account-creation-for-end-users-?input_string=CC%27ed%20contacts%20causes%20end%20users%20being%20created

Unfortunately, we don't really have the option to disable Zendesk accounts being created automatically, as one of the great benefits of Zendesk is the ability of anonymous/external users to generate tickets via our support channels or ticket forms. As such, when third parties outside of our company are CC'ed via an email ticket relayed by one of our employees, these contacts are automatically thrown into our company's Zendesk organization; despite the fact that these newly-created end users may have a domain present in another organization (where I would expect the workflow of organization sees end user domain and pulls end user into organization), instead, the end user is automatically deposited into our own internal company organization.

This workflow disrupts any pre-planned triggers or automations we might have around organizations, so tickets do not flow properly. At this point our company organization now has 1,209 users present - the vast majority of which are non-company associates. I don't expect this number to do anything but increase over time, and without the ability to bulk edit these natively from the GUI, our agents are relatively powerless to curb this behavior from their end. 

Any help on this would be greatly appreciated... thank you!

Upvoting this; our email signature platform misses out on this feature.

Given that Zendesk does not support HTML formatting for all outbound correspondence, restricts how our email communication is delivered to our clients.

While it looks like we can use Markdown to format signatures in our users' profiles for outbound ticket communication, if the signature is injected into a Side Conversations using Markdown formatting (which occurs by default), the formatting is then rendered into text and Markdown is disregarded - sending the recipient a textual version of the Markdown formatting, which is not ideal (and makes our communication unusual).

I've tried to commit to memory which areas of Zendesk permit HTML vs. Markdown formatting, but it's gotten more difficult to manage as there is a bit of overlap across the various outbound communication methods. For our purposes, ideally this would be standardized to support HTML across the board, but I see no way to enforce this from a global standpoint.

Thank you in advance!