Managing end user settings

Verified AI summary ◀▼
Manage end user settings to control access and enhance security. Configure who can submit tickets, require user registration, and use allowlists and blocklists for email domains. Enable authentication for API endpoints to prevent spam, and allow users to edit profiles and change passwords. Validate phone numbers and enable user tagging for better workflow management.




On the End users page, you can select the settings that affect how your users access and use
Zendesk.
This article covers the following topics:
Accessing and
managing end user settings
Selecting who can
submit tickets
Requiring authentication for the Requests and Uploads API endpoints
Requiring that your
users register to use Zendesk
Controlling access
to Zendesk Support with the email allowlist and
blocklist
Registration
message and verification email
notifications
Sending the email
verification message to users you add
Allowing your end
users to edit their profiles and change their
passwords
Validating phone
numbers
Enabling user
tagging




Accessing and managing end user settings

You can configure end user access to determine how open or restricted
Zendesk is to your end users. There are variations of the access
configurations, depending on how you want to set up your account.
For example, you can allow anybody to submit tickets, require
registration, and also restrict access using email domains or IP
restrictions. These configurations are also affected by using both
social media and enterprise single sign-on (see Single sign-on (SSO) options in
Zendesk).
To manage end user settings


In Admin Center, click
People in the sidebar, then select Configuration > End users.





Selecting who can submit tickets

The Anybody can submit tickets setting is one of the most
important end user settings because it determines which users can
access and use Zendesk. You can allow anybody to use your Zendesk
account, close it to all but the users you add, or restrict the use
of your Zendesk account to just users from specific email domains or
within a range of IP addresses.
These configuration options are referred to as open,
closed, and restricted and are explained in the
following articles:


Enabling anyone to submit tickets
in Zendesk Support (open)
Permitting only added users to
submit tickets (closed)
Permitting only users with
approved email addresses to submit tickets
(restricted)





Requiring authentication for the Requests and Uploads API endpoints

If you're receiving spam from the Requests (/api/v2/requests) and
Uploads (/api/v2/uploads) API
endpoints, you can turn on the Require authentication for
requests and uploads APIs setting.
When this setting is turned on, authentication is required for these
endpoints. When this setting is turned off, anonymous requests are
allowed. Other endpoints are not affected by this setting.
Although it's highly effective at preventing spam, requiring
authentication makes it harder for end users to open tickets
anonymously. Some methods of ticket creation, such as the Zendesk
Web Widget Contact form, custom apps, and external web forms, rely
on the unauthenticated anonymous ticket creation process to submit
tickets. Requiring authentication for the Requests and Uploads
endpoints will prevent the creation of anonymous tickets from these
sources. The Require authentication for requests and uploads
APIs setting is turned off by default and can only be
turned on in Admin Center.




Requiring that your users register

The default configuration of the help center displays the Sign Up page
and allows your users to optionally create a user account. To
require users to register and create an account, enable the Ask
users to register setting. When creating an account, the
user's email address must be verified. Until it is, any support
requests they make (via the support request web form, the Web
Widget, or email) will be suspended and will not be added to your
Zendesk views.


Note: This option is not available until you enable your help center
(see Getting started with your help
center).

If you want to learn more about the registration process and the
advantages of requiring registration, see Options for end-user registration.
If you don't want users to register, you can hide the Sign Up page. See
Removing sign-in links from your knowledge
base.



Controlling access to Zendesk Support with the email allowlist and blocklist

When anybody can submit tickets, you can use the allowlist and blocklists
to restrict access to Zendesk Support. For example, you can accept
user registrations and support requests from users who have email
addresses in the email domains you add to the allowlist. You can
then reject all other users by adding an asterisk (*) to the
blocklist. If you're not setting up a restricted Zendesk, leave both
the allowlist and blocklist blank.
The allowlist and blocklist are explained in more detail in Permitting only users with approved email
addresses to submit tickets (restricted).
You can also control access using IP restrictions. See Restricting access to Zendesk Support and
your help center using IP restrictions.



Registration message and verification email notifications

The Sign Up page in the help center contains a message prompting users to
fill out the registration form.

You can customize this message on the End users (customers) settings page
by editing the User registration message. You can also add
dynamic content to this message. See Providing multiple language support with
dynamic content.
When your users register they receive a welcome email message (called the
User welcome email) that prompts them to verify their
email address and create a password so that they can sign in to your
help center.

Users receive a similar email message (called the Email verification
email) when they add secondary email addresses to their
user profiles. Both of these messages can be customized and both
support dynamic content.

Note: The option to register online is not available until you enable your
help center (see Getting started with your help
center).



Sending the email verification message to users you add

You can also send a welcome email when a new user is created by a team
member. This is the same email message shown in the previous
section. When you add a user yourself you'll probably also want the
user to verify their own email address and then create a password so
that they can sign in to Zendesk. Of course you may not want to
enable this setting since Zendesk offers many access, registration,
and sign-in options, including single sign-on.
See the following topics for a more detailed description of using the
Also send a welcome email when a new user is created by
an agent or administrator setting:


Permitting only added users to
submit tickets (closed)
Permitting only users with
approved email addresses to submit tickets
(restricted)





Allowing your end users to edit their profiles and change their passwords

Users are allowed to view and edit their profile data by default.
This allows your users to add information to their user profiles. For example, they can add
secondary email addresses, social accounts, and so on. You should turn off this option if you
use remote authentication because your user data is handled outside of your Zendesk account.
Users are also allowed to change their password by default. You would normally want your
users to be able to change their own passwords, but you should turn off this option if you
administer users and passwords in another system and use remote authentication.

To turn off either of these settings, see Turning off profile editing
and password changes for end users.



Validating phone numbers

With this setting enabled, phone numbers added to user profiles must be
in the internationally standardized E.164 format. E.164 numbers can
have a maximum of fifteen digits and are usually written as follows:
[+][country code][subscriber number including area code]. Numbers
that don't conform to this format won't save to user profiles.



Enabling user tagging

Enabling user tagging allows you to add tags to a user's profile. These
tags are then added to the user's tickets, which you can then use to
control your workflow. For example, you can use a tag to escalate a
specific user's tickets. The user does not see the tags that have
been added to their profile.
For more information, see Adding tags to users and
organizations.