About flagged tickets

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<p class="p">There may be times when tickets are flagged to bring attention to a potential risk. For
example, depending on your account setup, tickets might be flagged when an unknown user adds a
comment or the ticket is submitted by a user who isn't signed in.</p>
<p class="p">When a ticket is flagged, it means that a flag appears underneath a comment in the ticket.
The ticket is not flagged in any ticket views.</p>
<p class="p"><img class="image" id="topic_ywh_3vm_r2b__image_j52_2xg_g2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/flagged_tickets_1.png" width="500"></p>
<p class="p">Your workflow isn’t affected when tickets are flagged, but there are certain actions you can
take to handle flagged tickets. Read this article to understand when tickets are flagged and
the options available to handle them.</p>
<div class="p">This article covers the following topics:<ul class="ul" id="topic_ywh_3vm_r2b__ul_wlm_mbw_lyb">
<li class="li"><a class="xref" href="#topic_ish_4bw_lyb">Understanding when tickets are
flagged</a></li>
<li class="li"><a class="xref" href="#topic_xhm_ccw_lyb">Handling flagged tickets</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ish_4bw_lyb">
<h2 class="title topictitle2" id="ariaid-title2">Understanding when tickets are flagged</h2>
<div class="body">
<p class="p">Tickets may be flagged when a customer submits a ticket without signing in or when an unknown
user, who was not added to the ticket as a CC, updates an existing ticket.</p>
<ul class="ul" id="topic_ish_4bw_lyb__ul_yfx_qbw_lyb">
<li class="li">
<strong class="ph b" id="topic_ish_4bw_lyb__docs-internal-guid-a9d9426f-7fff-04de-c1fa-8b3e784bed74">Flagged tickets from
registered users who are not signed in</strong><p class="p">With an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881989018" target="_blank">open Zendesk Support instance</a>, you can allow customers to
submit tickets without registering for an account or signing in to an existing account.
This lets your customers get help quickly without taking extra time to register or sign
in. </p>
<p class="p">However, if a customer submits a ticket without signing in, it will be
flagged. This is done because the user supplies an email address when they submit the
ticket, and it is relatively easy for a user to pretend to be someone else by using an
email address they don't own. There's an inherent risk that comes with allowing ticket
submission by users who are not signed in, and it can be an opportunity for social
engineering.</p>
<p class="p"><img class="image" id="topic_ish_4bw_lyb__image_gvs_lxg_g2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/flagged_tickets_1.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b" id="topic_ish_4bw_lyb__docs-internal-guid-b9246909-7fff-4b34-ac85-fb74bcf2ea7d">Flagged tickets from
unknown users who are not explicitly added to the ticket</strong><p class="p">Tickets are also flagged
if an unknown user, who was not added to the ticket by the requester or an agent as a
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5179445630234" target="_blank">CC</a>, updates an existing ticket. The unknown user’s comment is
flagged and added to the comment stream as a private note. Most likely, the email was
forwarded by the requester to an unknown user or to an unverified email account (such as
a secondary email address) and then replied to.</p>
<p class="p"><img class="image" id="topic_ish_4bw_lyb__image_szz_mxg_g2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/flagged_tickets_2.png" width="400"></p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_xhm_ccw_lyb">
<h2 class="title topictitle2" id="ariaid-title3">Handling flagged tickets</h2>
<div class="body">
<p class="p">Consider the following options when handling a flagged ticket.</p>
<div class="p">
<strong class="ph b">To handle a flagged ticket</strong><ul class="ul" id="topic_xhm_ccw_lyb__ul_nw3_scd_3r">
<li class="li">If you're comfortable with the comment, ignore the warning flag and handle the ticket
as you normally would. You cannot remove the flag.</li>
<li class="li">If you're <em class="ph i">not</em> comfortable with the comment, you can raise a concern with your
manager or consider temporarily suspending the user. <p class="p">Depending on the nature of the
comment, you might want to raise a concern about the ticket with your manager. Also,
you can consider temporarily suspending the user, to prevent them from submitting more
tickets, until you can investigate and feel comfortable enough to reinstate the user.
(See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889293978" target="_blank">Suspending a user</a>).</p>
</li>
<li class="li">To allow the new user to comment publicly on the ticket, an agent, the requester, or a
CC on the ticket must add the user as a CC. The <strong class="ph b">Make email comments from CCed end
users public (not recommended)</strong> option must also be enabled. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843795482#topic_tg2_ct2_hlb" target="_blank">Changing the default comment privacy for end user
CCs</a> for why we don't recommend enabling this option.</li>
</ul>
<div class="note note">
<span class="notetitle">Note:</span> If you continue to see flagged comments by the same user and you think that
person might be trying to gain unauthorized access, <a class="xref" href="https://support.zendesk.com/hc/en-us/requests/new" target="_blank">contact our customer service team</a>.</div>
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