Enabling anyone to submit tickets

Configure your support instance to allow anyone to submit tickets, with or without registration. If you choose no registration, users can submit requests without verifying their email. With registration, users must verify their email before their request becomes a ticket. This setup enables flexible end-user access and can be tailored to your support strategy, whether you prefer open or restricted access.





Location: 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


Zendesk is currently rolling out a new workflow
for anonymous help center requests. See the announcement for more information.
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
In Admin Center, click
People in the sidebar, then select Configuration > End users.
In the Anybody can submit tickets section, select Enabled.
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.

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

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


In Admin Center, click
People in the sidebar, then select Configuration > End users.
Select Anybody can submit tickets

Select Ask users to register.
Click Save Tab.


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