Allow end users that are not signed in to add CC's

Respondida

13 Comentários

  • Jessie Schutz
    Zendesk Team Member

    Hey Arno!

    As long as your settings allow it, your end users can add CC's via email without being logged in to your Zendesk.

    If they're interacting with tickets in the My Activities area in your Help Center, though, they will have to be logged in. 

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  • Arno N

    Hi Jessie,

    Thanks for your reply, but can you explain how and where I need to configure this?

    The article you linked to mentions the opposite of what you are saying: "You can give agents and signed-in end-users permission to copy (CC) people on tickets or you can restrict adding CC's to agents only. "

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  • Jessie Schutz
    Zendesk Team Member

    Hey Arno,

    The bit you quoted above refers to end-users being able to add CC's from the ticket view in Help Center. They need to be logged in to be able to view their tickets there.

    If your end-users are updating tickets via email, anyone that's cc'd on the tickets they send to you will automatically be added as CCs on the tickets. Your customers do not need to be logged in to do this.

    1
  • Max Mulsch

    +1 for me. I need the CC functionality enabled for end users that are not signed in. We don't want our users to send emails to us directly, as we require a certain amount of information for tickets to be accepted. This can only be achieved by web forms.

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  • Jessie Schutz
    Zendesk Team Member

    Hey Max!

    Can you give a little more detail about why it's important for your users to be able to add CC's to their tickets without being signed in? What problem would this be solving for you?

     

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  • Max Mulsch

    Hey Jessie,

    Thank you for your swift response. We use Zendesk for as a service desk for internal users only. We are working with various tools and services, which all require a different login. Most of our users don't want to create yet another account but do want to be able to send in requests. Often other departments need to be CC'd on a request, however, this is not possible when you are not logged in. So now they send in a request and ask us to cc other departments/users.  

    I think this could be an easy setting as it is already working for logged in users. We have blacklisted any email addresses that don't belong to the company, so I'm not expecting any spam.

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  • Daniel Cooper
    Community Moderator

    We initially started with unique Zendesk accounts for our users and had to deal with forgotten passwords and such.  When we moved to SSO for our internal help desk, it helped out tremendously.  I would recommend doing the same if you have the means.  It doesn't inconvenience our users to login using credentials they know and use frequently.  I've tried Microsoft SSO and it's really easy to setup, we currently use SAML which was beyond me, but our IT team was able to help following the SAML instructions below. 

     

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  • Jessie Schutz
    Zendesk Team Member

    Hey guys!

    Daniel took the words right out of my mouth!

    For customers who have multiple apps for their customers, we definitely recommend using some type of SSO to pass their login info over to Zendesk. This is going to be your best bet, since it's not possible for users to add CC's without being logged in. Let us know if you have additional questions!

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  • Larry Hawelu

    We are looking into using the SSO option but in the meantime we are hoping there are possibly workarounds or add-ons that allow this to happen for individuals who aren't logged into Zendesk. Anyone else have a great way to handle this without SSO?

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  • Nicole Saunders
    Zendesk Community Team

    Hey Larry - 

    Welcome to the Zendesk Community! Hopefully some other folks will have some suggestions for you and will jump in soon. 

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  • Joseph Lee

    I agree, it would be nice to have the ability for end users without a ZenDesk account to utilize the CC feature on the forms within the Help Center. 

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  • Mirek Kokes

    Hi Nicole Saunders,

    Is there any workaround to allow users that are not signed in to add CC directly in the Help Form? I know that this option is available for signed-in users, but we would like to have it also for those who are not signed in.

     

    Let me clarify our workflow:

    We have SSO between Zendesk and our cloud app and if our app is having performance issues our users are not able to sign in. Therefore, when a user is not able to sign in, he/she is not able to add his/her colleagues/manager into CC in the Help Form and let them effectively know about the ongoing issue.

     

    Looking forward to hearing from you.

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  • Abraham K.
    Zendesk Customer Advocate

    Hello Mirek,

    The ability to add CC addresses is restricted to verified users only is because of the potential for abuse that function has. Malicious users could use such functions with other methods to create spam attacks, and in the interest of balancing between functionality and security we found that keeping it locked to users verified as legitimate and authenticated in your system is the best way to keep everyone protected.

    I'm not going to state this will never change, but I hope this gives a bit more context as to why that function currently works as it does.

    Abraham K. | Customer Advocate

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