Richard Nikula

Unfortunately, the above comment only works when no one in the org can view and update.  The problem is that there has to be some people with this right and as soon as one is needed (column 3), this row in the column no longer allows you to restrict anyone.  

Our customers have a need, as I am sure others do as well, to have some end users that are read only and should not make comments.  However, they want the remainder of their end users to be able to provide comments in their tickets and for their organization.  If we do not allow comments at the organization level (column 2) than no one can comment except the owner which does not meet their needs.  As such, we must allow comments (column 3).  But this allows anyone and there is no one that has read only. Ideally, there should be a user override to allow comments for their org without allowing everybody,  The customers would even prefer these people could not even open tickets, simply review them, but restricting comments would be a big step forward. 

We have implemented Zendesk end user support with SSO only.  One oddity that we found is that the link in the welcome email that is sent out is good one time only. If for any reason, the customer clicks that link and then doesn't sign up, if they click it again it takes them to the "Zendesk user change your password" screen which is the wrong place. Zendesk support says it is working as expected but it is confusing to our customers. There are 2 cases we have seen this. The first is if the customer has an issue signing up the first time or doesn't finish and then tries again later. The other is that customers forget the link to our support system and try to use this link to go back to it.  In both cases, when they click it they end up on a screen that isn't relevant and suggests they can change their password which if they do, does nothing because we do not use Zendesk security.  |

We have added tips in the email and in our online guide, but that's not really effective since people don't read those details...

Looking for tips from others that might have gone down this path. 

We need this too, We wrote a program using API, but ideally want customers to be self service