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 1. Zendesk help
 2. Support
 3. Using Support ticketing system
 4. Security and user access in Zendesk Support


SUPPORT

Support and ticketing

 1. Zendesk help
 2. Support
 3. Using Support ticketing system
 4. Security and user access in Zendesk Support


ENABLING ANYONE TO SUBMIT TICKETS

Anton de Young
 * Edited July 28, 2023



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Quick Look:  Admin Center > People > Configuration > End users

You can configure your Zendesk Support instance to be open, closed, or
restricted (see Understanding options for end-user access and sign-in). This
article describes how to set up an open Zendesk Support instance, so that any
user can see your help center and submit support requests.

This article contains the following sections:

 * Understanding what an open Zendesk Support instance means
 * Anybody can submit tickets, no registration required
 * Anybody can submit tickets, registration required

Related articles:
 * Permitting only added users to submit tickets
 * Permitting only users with approved email addresses to submit tickets


UNDERSTANDING WHAT AN OPEN ZENDESK SUPPORT INSTANCE MEANS

Not requiring registration means that all of your users are unverified (users
are not prompted to verify their email addresses), which is fine if you don't
need or want your users to visit and use your help center (for example, see
Setting up to provide email-only support). Registered users are verified,
meaning that they (or you) have verified their email addresses and user accounts
have been created.

Even though you don't require users to register, your users still have the
option of registering and creating a login to use your help center, unless you
modify your help center to hide the Sign Up and Login pages.

If you would like to provide open support, you have two options: registered or
unregistered end-users. You can add users or they can add themselves.

Keep in mind that if your settings allow anyone to submit tickets, any visitor
to your site can register while submitting a support request. This means they'll
be able to access Help center content restricted to signed-in users. For more
information, see Configuring how end-users access and sign in to Zendesk
Support.


ANYBODY CAN SUBMIT TICKETS, NO REGISTRATION REQUIRED

You can permit any user to submit a ticket without registering. If you don't
require registration, users do not receive the welcome email, which prompts them
to verify their email address and create a password so that they can sign in to
your help center. Instead, they get an email notification that their request has
been received:



Note: When the criteria for the placeholder suppression rules are met, certain
placeholders, such as the end user's initial comment, are not included in the
email notification.

If you don't want your users to visit your help center, because you provide
support via email only for example, you can remove the link to the ticket that
is contained in the triggers that are used to send email notifications when
tickets are received and updated (see Removing ticket links from your
notifications).

If you leave the ticket link in the email notifications, the user has the option
of clicking the link to register and create a password so that they can sign in
and use your help center and track their existing tickets, submit new support
requests, and so on. If a registered end-user submits a ticket without signing
in, it will be flagged (see About flagged tickets from registered users who are
not signed-in).

To allow anybody to submit tickets, no registration required
 1. In Admin Center, click People in the sidebar, then select Configuration >
    End users.
 2. In the Anybody can submit tickets section, select Enabled.
 3. If you use the Zendesk API to let users submit tickets, make sure Require
    authentication for request and uploads APIs is not selected.
    
    See Creating anonymous requests in the developer docs.

 4. Make sure Ask users to register is not selected.
    
    This option is not visible if you haven't activated your help center yet.

 5. Click Save tab.

If you want to allow end-users to add attachments to their requests, see
Enabling attachments in tickets.


ANYBODY CAN SUBMIT TICKETS, REGISTRATION REQUIRED

When you require your users to register, the support request workflow changes.
Rather than the user's support request immediately becoming a ticket, it is held
in limbo until the users (or you) have verified their email address. After
verification, the ticket is added to your Zendesk.

Note: Verifying users is described in Verifying a user's email address.

The registration workflow is described in Options for end-user registration.

To allow anybody to submit tickets and require registration

 1. In Admin Center, click People in the sidebar, then select Configuration >
    End users.
 2. Select Anybody can submit tickets
 3. Select Ask users to register.
    Note: If you started using Zendesk after August 20, 2013, this option is not
    available until you activate your help center. See Getting started with the
    help center.
 4. Click Save Tab.

If you want to allow end-users to add attachments to their requests, see
Enabling attachments in tickets.


Yes 4 No 31
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31 COMMENTS

Sort by
Date Votes
 * Permanently deleted user
    * January 4, 2021
   
   
   
   Comment actions
   
   Thanks again for your help on this @.... My ticket was FINALLY escalated and
   the tech immediately realized that I had "allow end users to RESET passwords"
   disabled. This was part of our former SSO strategy and had never been
   reenabled.
   
   Just wanted to mention it here in case it helps someone else....it is a vital
   piece of the "did you email us? get a password" process that doesn't seem to
   be well documented. I never found it in all of my searches for a
   solution...but I was not using the terminology of a "reset" because I was
   trying to just "allow" passwords to be used in the first place...I didn't
   realize the problem would be connected to the password reset process.
   
   Happy New Year :)
   
   Yes 1 No
   
 * Alex Short
    * February 25, 2021
   
   
   
   Comment actions
   
   Hi Zendesk - 
   
   Can we please have the understanding of how to do the below? 
   
   1. A user(our client)  does some action in our website. (e.g: filling a form)
   and we have their email address in our database. Note that user does not send
   any email to anybody. He/she just clicks on a button or fills a form.
   
   2. Our backend calls Zendesk API
   
   3. Zendesk should create a ticket , in a way that it seems our client has
   created this ticket (the ticket should be ready to be replied to the email of
   our client)
   
    
   
   Is this possible? Thank you
   
   Yes 0 No
   
 * Jupete Manitas
    * March 16, 2021
   
   Zendesk Customer Care
   
   Comment actions
   
   Hi Alex, 
   
   Thanks for writing! It seems you want the submitter or requester from your
   form to be the ticket requester when a ticket is created in your Zendesk.
   This is possible and you may want to create a custom form so that the
   requester will automatically be the email address of the user who submitted a
   request. You may check this guide - Building a custom ticket form with the
   Zendesk API . Thank you!
   
   Yes 0 No
   
 * Helen
    * May 8, 2022
   
   
   
   Comment actions
   
   Hiya,
   
   We've currently got this set up as "Anybody can submit tickets, no
   registration required" and we've noticed recently that tickets submitted via
   this route don't appear to be receiving the CSAT survey, even though an email
   is provided. Is this by design, or a configuration error on our end? Thank
   you!
   
   Yes 0 No
   
 * Joyce
    * May 17, 2022
   
   Zendesk Customer Care
   
   Comment actions
   Hi Helen,
    
   A CSAT survey will be sent to the customer when the ticket meets all the
   conditions in the CSAT automation - the default CSAT automation is named
   Request customer satisfaction rating (System Automation). We recommend
   checking the conditions set in your CSAT automation to make sure CSAT will be
   offered to your customers. 
    
   You can also check this article about Customizing your customer satisfaction
   survey.
    
   
   Yes 0 No
   
 * Whitney Whitmoore
    * June 28, 2022
   
   
   
   Comment actions
   
   Hi Zendesk ,
   
   can you please explain this... 
   
   By allowing anybody to submit a ticket, you're opening Zendesk Support to
   anyone who wants to ask a question or report a problem.
   
   If you want to restrict who can submit tickets, turn this option off. You
   will need to add users yourself.
   
   Note that the Web Widget feature cannot be used if this option is turned off.
   
   Why can the web widget NOT be used if I turn this off? This seems very
   counterproductive; the bot is hugely important to communicate to have it tied
   to this control. Can you please explain?
   
   Yes 0 No
   
 * Dainne Lucena
    * July 8, 2022
   
   Zendesk Customer Care
   
   Comment actions
   
   Hi Whitney Whitmoore!
   
   Could you send us the link where you are quoting this? That way we can
   double-check the context of that statement. Because the widget can still load
   even without filling out a ticket form & the bot can still operate if your
   users are not signed in to your Help Center (as long as your Help Center is
   open to the public).  
   
   Yes 0 No
   
 * Yasmin Elmahdi
    * July 14, 2022
    * Edited
   
   
   
   Comment actions
   
   Hi Zendesk,
   You mentioned above 
   "Even though you don't require users to register, your users still have the
   option of registering and creating a login to use your help center, unless
   you modify your help center to hide the Sign Up and Login pages."
   
   How can I hide the sign up / login pages ? 
   
   Yes 0 No
   
 * Dave Dyson
    * July 15, 2022
   
   
   
   Comment actions
   Hi Yasmin, welcome to the community!
    
   Can I ask what you end goal is? How are you wanting your users to get support
   and interact with your help center?
   
   Yes 0 No
   
 * Yasmin Elmahdi
    * July 16, 2022
    * Edited
   
   
   
   Comment actions
   
   Thanks!
   I want them to view the help center without logging in to Zendesk 
   
   Yes 0 No
   
 * Brett Bowser
    * July 18, 2022
   
   Zendesk Community Manager
   
   Comment actions
   Hey Yasmin,
   
   I would recommend taking a look at the following article: How can I
   completely hide the sign up button from my Help Center?
    
   I hope this points you in the right direction!
   
   Yes 0 No
   
 * YC HR Support
    * October 13, 2022
   
   
   
   Comment actions
   
   Even is you disable the setting "anybody to submit a ticket", users are
   auto-created via SSO.
   
   Example: A user from "Department A" shares a link to "Guide" with a colleague
   from "Department B" (Not yet in scope for Wave 1).
   
   User in "Department B" is able to access the system after successfully
   authenticating via SSO. A user profile is auto-created by the platform and
   the user is able to see content that can be sensitive (e.g. HR) and submit
   requests.
   
    
   
   Yes 0 No
   
 * Elizabeth C
    * November 7, 2022
   
   
   
   Comment actions
   
   Hi I tried to set up a ticket form to use, and set it up so that "anyone can
   set up a ticket". 
   
   I used it in a browser we never use for ZD and icognito, and it still routes
   to our admin login centre
   
    
   
   Yes 0 No
   
 * Brett Bowser
    * November 7, 2022
   
   Zendesk Community Manager
   
   Comment actions
   Hey Elizabeth,
    
   Can you make sure that Require sign-in isn't enabled under your Guide Admin
   settings? You can find this option under Guide Admin > Settings (gear icon) >
   Guide Settings.
    
   I hope this helps!
   
   Yes 0 No
   
 * Elizabeth C
    * November 7, 2022
   
   
   
   Comment actions
   
   Okay I will try that, but currently we do not want customers to access the
   help centre or view anything but those tickets. 
   
   Is that possible?
   
    
   
   Yes 0 No
   
 * Brett Bowser
    * November 7, 2022
   
   Zendesk Community Manager
   
   Comment actions
   Hey Elizabeth,
    
   There wouldn't be a way to show them the ticket form without having them
   access your Help Center. If there's any content within your Help Center that
   you don't want them to have access to, you'll want to restrict those at the
   article level to Agents and Managers. You can also create user segments to
   restrict Help Center content as well. 
    
   Let me know if you have any other questions :)
   
   Yes 0 No
   
 * Elizabeth C
    * November 7, 2022
   
   
   
   Comment actions
   
   I will! So far so good. This is EXACTLY what we have been looking for as a
   solution to using Woofu forms! 
   
   already found out how to remove the sign in, search bar and submit a request
   fields! 
   
   Thanks again Brett!
   
    
   
   Yes 0 No
   
 * Brett Bowser
    * November 8, 2022
   
   Zendesk Community Manager
   
   Comment actions
   Happy to help Elizabeth!
   
   Yes 0 No
   
 * Jordan Reynolds
    * January 3, 2023
   
   
   
   Comment actions
   
   Is it possible to restrict ticket priority status if they are registered? We
   have set the requirement for registration. We do not want anonymous users to
   submit critical issues.
   
   Yes 0 No
   
 * Anne Ronalter
    * January 4, 2023
   
   Zendesk Customer Care
   
   Comment actions
   Hello Jordan,
   
   you can restrict the priory status for end users in general.
   
   Go to the Admin Center and open the ticket field "Priority", there you can
   restrict access for end users.
   
   
   Here you can find more details on editing the priority field.
   
   Unfortunately, it is natively not possible to only restrict the option
   "Critical" for end users, you either give customers the option to choose a
   priority or not.
   
   Yes 0 No
   
 * Giuditta Cortinovis
    * February 3, 2023
   
   
   
   Comment actions
   
   Hi there, I would like to ask for a clarification regarding the option to
   allow to submit tickets with required registration. When selecting this
   option, this would only affect users who are selecting on the "Submit a
   ticket" option via the help center for example, but it wouldn't affect users
   who are sending an email to our support email address, correct?
   
   
   
   
   
   
   
   Yes 0 No
   
 * Audrey Ann Cipriano
    * February 6, 2023
   
   Zendesk Customer Care
   
   Comment actions
   
   Hi Giuditta Cortinovis the setting Anybody can submit tickets, registration
   required will affect users who send an email to your support address as well,
   when they send an email, they will receive a Welcome email asking them to
   register in your account. 
   
   Their ticket will be in your Suspended Tickets view until they register and
   verify their email address. Thank you :) 
   
   Yes 0 No
   
 * Serge
    * March 9, 2023
    * Edited
   
   
   
   Comment actions
   
   Hey there.
   
   I'm trying to add a bit more finesse than the "all or nothing" approach but I
   struggle and would appreciate your assistance.
   
   While I want for most of the tickets to come from authenticated users -we are
   using our own authentication system and not Zendesk's-, I have to have a few
   forms open to anonymous contact (e.g. the obvious "I can't login".., "I don't
   recognize this charge on my CC").
   
   How does one can achieve that?
   
   Looking forward to reading your answer.
   
   Yes 1 No
   
 * Max McCal
    * March 9, 2023
   
   Zendesk Product Manager
   
   Comment actions
   
   Serge can you confirm I'm understanding you correctly? You're saying you'd
   like to have ticket submission available to any person who comes to your help
   center, but restrict certain forms to only be filled out by logged in users?
   
   Yes 0 No
   
 * Serge
    * March 9, 2023
   
   
   
   Comment actions
   
   The opposite actually: Most of the forms to be restricted to user
   authenticated through our system; but a handful amount of forms opened to
   anyone (anonymous contact)
   
   Yes 1 No
   
 * Max McCal
    * March 9, 2023
   
   Zendesk Product Manager
   
   Comment actions
   
   That sounds like exactly what I'm describing. Anyone can submit a ticket. It
   is open to anyone. However, some forms are restricted to authenticated users,
   while some are available to anyone. Yes?
   
   Yes 0 No
   
 * Serge
    * March 9, 2023
   
   
   
   Comment actions
   
   This logic / flexibility is what I'm asking indeed.
   
   Yes 1 No
   
 * Max McCal
    * March 9, 2023
   
   Zendesk Product Manager
   
   Comment actions
   
   Thanks, Serge. This is definitely not possible today, but an idea worth
   exploring for sure. We appreciate it.
   
   Yes 0 No
   
 * Jacquelyn Redington
    * March 24, 2023
   
   
   
   Comment actions
   
   We currently use zendesk internally for HR questions and concerns. We use
   voice, messaging, guide, and support. We currently use OKTA as our SSO and
   how our employees get into zendesk. One thing I am unable to figure out is
   when an employee goes through OKTA and they use the chat bot, it creates a
   new user account for them instead of recognizing that they are already a user
   in zendesk. How can authenticate a user in chat so it does not automatically
   create a new account for them? This has caused a problem with multiple
   accounts for the same person and it is hard to constantly check the user and
   merge the accounts. 
   
   Yes 0 No
   
 * Jupete Manitas
    * April 4, 2023
   
   Zendesk Customer Care
   
   Comment actions
   Hi Jacquelyn, thanks for writing in! We understand that you are having
   trouble with the authentication when using the widget. We also found that you
   raised a ticket before relating to a similar issue here. However, you can
   continue and reply and to the ticket or we will raise a new ticket for you. 
    
   Is your chatbot from a third-party bot?  Have they set up a JWT auth for that
   setup? At this time, we do not provide SAML auth for the web widget without
   JWT as previously mentioned in your previous ticket. 
   Enabling authenticated visitors in Web Widget (Classic) 
   Authenticating end users in messaging for the Web Widget and mobile SDK 
    
   If the issue persists, will continue this on a ticket. Thank you!
   
   Yes 0 No
   

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RELATED ARTICLES

 * Understanding options for end-user access and sign-in
 * Setting up to provide email-only support
 * Permitting only users with approved email addresses to submit tickets
 * Managing end user settings
 * Zendesk Support search reference

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