Enabling anyone to submit tickets

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<p id="docs-hc-snippet" style="display: none;">You can configure your Zendesk Support instance to be open, closed, or restricted (seeUnderstanding options for end-user access and sign-in). This article describes how to set up anopenZendesk Support instance, so that any user can see your help center and submit support requests.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can configure your support system to allow anyone to submit tickets with or without registration. Without registration, anonymous requests create suspended tickets requiring email verification to prevent spam. With registration, users verify their email before submitting tickets. This setup controls user access, ticket management, and helps maintain security while enabling open support through various submission channels.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; People &gt; Configuration &gt; End users</span>
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<p class="p">You can configure your Zendesk Support instance to be open, closed, or restricted (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887573274-Configuring-how-end-users-access-and-sign-in-to-Zendesk-Support" target="_blank">Understanding options for end-user access and
sign-in</a>). This article describes how to set up an <em class="ph i">open</em> Zendesk Support instance,
so that any user can see your help center and submit support requests. </p>
<p class="p">This article contains the following sections:</p>
<ul class="ul" id="topic-1__ul_l2w_x13_4y">
<li class="li">
<a class="xref" href="#topic-1__ul_l2w_x13_4y">Understanding what an open Zendesk
Support instance means</a>
</li>
<li class="li"><a class="xref" href="#topic_5m2_5qm_mj">Anybody can submit tickets, no registration
required</a></li>
<li class="li"><a class="xref" href="#topic_zcm_vqm_mj">Anybody can submit tickets, registration
required</a></li>
</ul>
<div class="p">Related articles:<ul class="ul" id="topic-1__ul_rnc_ktm_r2b">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883658906" target="_blank">Permitting only added users to submit tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893912986" target="_blank">Permitting only users with approved email addresses to submit
tickets</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_j33_wd3_4y">
<h2 class="title topictitle2" id="ariaid-title2">Understanding what an open Zendesk Support instance means</h2>
<div class="body">
<p class="p">Not requiring registration means that all of your users are <em class="ph i">unverified</em> (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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888722842" target="_blank">Turning off ticket management in your help center to allow email-only support</a>).
Registered users are <em class="ph i">verified</em>, meaning that they (or you) have verified their email
addresses and user accounts have been created. </p>
<p class="p">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 <strong class="ph b">Sign Up</strong> and <strong class="ph b">Login</strong> pages. </p>
<p class="p">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. </p>
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887573274" target="_blank">Understanding options for end-user access and sign-in</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_5m2_5qm_mj">
<h2 class="title topictitle2" id="ariaid-title3">Anybody can submit tickets, no registration required</h2>
<div class="body">
<p class="p">If you allow anybody to submit tickets and don't require registration, users don’t receive
the welcome email that prompts them to verify their email address and create a password so
that they can sign in to your help center. Instead, submissions from anonymous end users
will <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889141146" target="_blank">create a suspended ticket</a> and send a verification email to the
email address entered by the requester.</p>
<p class="p">Suspended tickets are always created for anonymous support requests (unless you turn off
<strong class="ph b">Verify anonymous requests</strong>, which isn't recommended due to spam risks). Even if a
user’s email is already verified, if the user is anonymous (not signed in), a verification
email will be sent and a suspended ticket will be created for every submission.</p>
<div class="p" dir="ltr">The ticket remains in a suspended state until:<ul class="ul" id="topic_5m2_5qm_mj__ul_x4h_zvc_l3c">
<li class="li">The end user clicks the verification link in that email (which recovers the suspended
ticket).</li>
<li class="li">Or, an agent manually <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893392922" target="_blank">recovers the suspended ticket</a> on the end user’s
behalf.</li>
</ul>
</div>
<p class="p">Suspended tickets are retained so agents can review and recover legitimate requests while
keeping unverified or abusive submissions out of the active ticket queue.</p>
<p class="p">This verification step uses the existing email verification message and link. If you’ve
already <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824350746#topic_owc_yqj_v1b" target="_blank">customized your verification email template</a>,
it will be used for the verification email sent after an anonymous request.</p>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> When the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833443226#topic_qzn_wt1_wmb" target="_blank">criteria for the placeholder suppression rules are
met</a>, certain placeholders, such as the end user's initial comment, are not
included in the email notification.</div>
</div>
<p class="p">Anonymous end users see the following message in help center after submitting a support
request:</p>
<p class="p"><img class="image img-screenshot" id="topic_5m2_5qm_mj__image_v15_y3p_nfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/hc_anonymous_request.png" width="400"></p>
<div class="p">This workflow applies to anonymous requests created through:<ul class="ul" id="topic_5m2_5qm_mj__ul_up2_vwc_l3c">
<li class="li">Web form<p class="p">Anonymous users can't interact with AI agents on your help center. If
you’re using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820951450-Using-autoreplies-to-recommend-articles-in-web-forms-Legacy" target="_blank"><u class="ph u">autoreplies to recommend articles
(legacy)</u></a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6478272212506-Getting-started-with-AI-agents-Essential" target="_blank"><u class="ph u">AI agents to create replies based on help center
content</u></a>, autoreplies don't appear for the user until the suspended
ticket is recovered.</p>
</li>
<li class="li">API requests to <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/tickets/ticket-requests/" target="_blank"><u class="ph u">/api/v2/requests</u></a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836216218-Using-Web-Widget-Classic-to-embed-customer-service-in-your-website" target="_blank"><u class="ph u">Web Widget (Classic)</u></a> contact form</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845951002-Embedding-customer-service-in-mobile-apps-with-the-Support-SDK" target="_blank"><u class="ph u">Support SDK</u></a></li>
</ul>
</div>
<div class="p">It doesn't apply to:<ul class="ul" id="topic_5m2_5qm_mj__ul_edy_bxc_l3c">
<li class="li" dir="ltr">End users submitting requests while they’re signed in</li>
<li class="li" dir="ltr">Agents creating tickets</li>
<li class="li" dir="ltr">Requests created by sending an email to your support email address</li>
<li class="li" dir="ltr">Requests created through Messaging channels</li>
<li class="li">API requests to <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/" target="_blank">/api/v2/tickets</a>
</li>
</ul>
</div>
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888722842#topic_nha_nls_yb" target="_blank">Removing ticket links from your notifications</a>).</p>
<p class="p">If you leave the ticket link in the email notifications, the user can click it to register
and create a password, then sign in to use your help center, 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843002650" target="_blank">About flagged tickets from registered users who are not
signed-in</a>).</p>
<div class="p">
<strong class="ph b">To allow anybody to submit tickets, no registration required</strong><ol class="ol" id="topic_5m2_5qm_mj__ol_t4h_5xm_r2b">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_5m2_5qm_mj__d9e811" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Configuration &gt; End users</strong>.</span></li>
<li class="li">In the <strong class="ph b">Anybody can submit tickets</strong> section, select <strong class="ph b">Enabled</strong>.</li>
<li class="li">By default, tickets from anonymous users are suspended with suspension type "Anonymous
request." If you don't want to suspend these tickets, deselect <strong class="ph b">Verify anonymous
requests</strong> (not recommended).<p class="p">Deactivating this setting can allow your account to
be used in email spam attacks. If a spam attack is detected, Zendesk may reactivate
this feature to protect your account. </p>
</li>
<li class="li">If you use the Zendesk API to let users submit tickets, make sure <strong class="ph b">Require
authentication for request and uploads APIs</strong> is not selected.<p class="p">See <a class="xref" href="https://developer.zendesk.com/documentation/ticketing/managing-tickets/creating-and-managing-requests/#creating-anonymous-requests" target="_blank">Creating anonymous requests</a> in the developer
docs.</p>
</li>
<li class="li">Make sure <strong class="ph b">Ask users to register</strong> is not selected.<p class="p">This option is not visible
if you haven't activated your help center yet.</p>
</li>
<li class="li">Click <strong class="ph b">Save tab</strong>.</li>
</ol>
</div>
<p class="p">If you want to allow end-users to add attachments to their requests, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832757146" target="_blank">Enabling attachments in tickets</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_zcm_vqm_mj">
<h2 class="title topictitle2" id="ariaid-title4">Anybody can submit tickets, registration required</h2>
<div class="body">
<p class="p">When you require your users to register, the support request workflow changes. After
signing up, users receive a welcome email message that prompts them to verify their email
address and create a password to sign in to Zendesk. Requests submitted to Zendesk Support
before registering are sent to the suspended tickets view; they are not added as tickets in
your Zendesk Support instance. When the end user verifies their email address (or an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886752410" target="_blank">agent verifies on the end user's behalf</a>), future requests from the
end user will create tickets.</p>
<p class="p">The registration workflow is described in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887573274#topic_rdm_jkx_53" target="_blank">Options for end-user registration</a>. </p>
<p class="p"><strong class="ph b">To allow anybody to submit tickets and require registration</strong></p>
<div class="p">
<ol class="ol" id="topic_zcm_vqm_mj__ul_5lz_drm_mj">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_zcm_vqm_mj__d9e811" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Configuration &gt; End users</strong>.</span></li>
<li class="li">Select <strong class="ph b">Anybody can submit tickets</strong>.</li>
<li class="li">Select <strong class="ph b">Ask users to register</strong>.</li>
<li class="li">Click <strong class="ph b">Save Tab</strong>.</li>
</ol>
</div>
<p class="p">If you want to allow end-users to add attachments to their requests, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832757146" target="_blank">Enabling attachments in tickets</a>.</p>
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