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 3. Using Support
 4. Security and user access in Zendesk Support
 5. 


ENABLING ANYONE TO SUBMIT TICKETS

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--------------------------------------------------------------------------------

Anton de Young



Edited Mar 26, 2024

What's my plan?



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.



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37 COMMENTS

Date


Permanently deleted user



Jan 05, 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 :)


1


--------------------------------------------------------------------------------

Jupete Manitas

Zendesk Customer Care

Mar 16, 2021

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!


0


--------------------------------------------------------------------------------

Whitney Whitmoore



Jun 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?


0


--------------------------------------------------------------------------------

Dainne Lucena

Zendesk Customer Care

Jul 08, 2022

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).  


0


--------------------------------------------------------------------------------

Yasmin Elmahdi



Jul 15, 2022

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 ? 


0


--------------------------------------------------------------------------------

Dave Dyson



Jul 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?


0


--------------------------------------------------------------------------------

Yasmin Elmahdi



Jul 17, 2022

Comment actions

Thanks!
I want them to view the help center without logging in to Zendesk 


0


--------------------------------------------------------------------------------

Brett Bowser

Zendesk Community Manager

Jul 18, 2022

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!


0


--------------------------------------------------------------------------------

YC HR Support



Oct 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.

 


0


--------------------------------------------------------------------------------

Elizabeth C



Nov 08, 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

 


0


--------------------------------------------------------------------------------

Brett Bowser

Zendesk Community Manager

Nov 08, 2022

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!


0


--------------------------------------------------------------------------------

Brett Bowser

Zendesk Community Manager

Nov 08, 2022

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 :)


0


--------------------------------------------------------------------------------

Elizabeth C



Nov 08, 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!

 


0


--------------------------------------------------------------------------------

Brett Bowser

Zendesk Community Manager

Nov 09, 2022

Comment actions
Happy to help Elizabeth!


0


--------------------------------------------------------------------------------

Jordan Reynolds



Jan 03, 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.


0


--------------------------------------------------------------------------------

Anne Ronalter

Zendesk Customer Care

Jan 04, 2023

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.


0


--------------------------------------------------------------------------------

Audrey Ann Cipriano

Zendesk Customer Care

Feb 06, 2023

Comment actions

Hi Giuditta 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 :) 


0


--------------------------------------------------------------------------------

Serge Pincon



Mar 09, 2023

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.


1


--------------------------------------------------------------------------------

Max McCal

Zendesk Product Manager

Mar 10, 2023

Comment actions

Serge Pincon 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?


0


--------------------------------------------------------------------------------

Serge Pincon



Mar 10, 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)


1


--------------------------------------------------------------------------------

Serge Pincon



Mar 10, 2023

Comment actions

This logic / flexibility is what I'm asking indeed.


1


--------------------------------------------------------------------------------

Max McCal

Zendesk Product Manager

Mar 10, 2023

Comment actions

Thanks, Serge. This is definitely not possible today, but an idea worth
exploring for sure. We appreciate it.


0


--------------------------------------------------------------------------------

Jacquelyn Redington



Mar 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. 


0


--------------------------------------------------------------------------------

Gavin



Jun 10, 2023

Comment actions

Max McCal FWIW, we're trying to achieve the exact same thing as Serge Pincon.

The goal is to eliminate spam, reduce the need for ticket merges, and have users
authenticated right from the very beginning of the ticket (which reduces
touches).  So most of the forms should require authentication.  But then a
select one or two forms (lost password and legal) should be open for
unauthenticated users to fill out.

Accomplishing this should also not break the Web Widget Classic.


0


--------------------------------------------------------------------------------

Benj Gilman



Sep 20, 2023

Comment actions

Hi There,

We do not want to open up our Internal FAQ to be accessible to anyone. Meaning
we do not want to disable "Require Sign-In" in help center admin. We would love
to use the customer-facing form feature though. Is there any kind of workaround
?


0


--------------------------------------------------------------------------------

Michael Roy



Oct 28, 2023

Comment actions

Hello team,

We are having trouble and need some help. We want our customers to be able to
submit an email ticket request through our web form, and it will create the
ticket as it does in ZD, however, we do not want them to have to create a
password and set up an account. Most customers are ignoring this email and we
are not able to reply to them in Zendesk.

We want a simple setup where we can correspond with them in ZD through their
ticket with no form of authentication etc. Please help!


0


--------------------------------------------------------------------------------

Dane

Zendesk Engineering

Nov 03, 2023

Comment actions
Is this a third-party webform? If it is, you will need to set the to-address to
your Zendesk support address. It also needs to retain the from-address of the
original requester. In order to make sure that they will provide their email
correctly, your web form should require the email field with the correct email
format mainly by using regex. Unfortunately, third party web-form is not part of
our scope. This is mainly a recommendation which is based from my experience on
using such forms.
 
If you are using the Guide contact form, you just need to make sure that your
Help Center is publicly accessible and the option "Enabling anyone to submit
tickets" is enabled.


0


--------------------------------------------------------------------------------

Michael Roy



Nov 03, 2023

Comment actions

Hi Dane,

This is the native contact form from ZD. We do have the help center enabled as
well, and the Enable anyone to send tickets is checked. For some reason, if
someone submits a ticket with the form, we get the ticket, but the end user does
not get the replies 


0


--------------------------------------------------------------------------------

Dane

Zendesk Engineering

Nov 06, 2023

Comment actions
Hi Michael,

It can be due to your triggers. The best option is for you to submit a ticket so
that we can help you with it. 


0


--------------------------------------------------------------------------------

Admin



Nov 27, 2023

Comment actions

Hello,

 

I have a question. By enabling "anybody can submit tickets" I though that
CAPTCHA should show up on our Zendesk submission page, but that's not happening.
Any ideas?

Thanks!


1


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