Turn off automatic account creation for end users? | Community
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Turn off automatic account creation for end users?

  • November 21, 2017
  • 3 replies
  • 0 views
Robert15

Current our Zendesk is configured to automatically create accounts for end-users, like when they are CC'ed on tickets. Is there a way to turn off this automatic account creation?

Basically how our company functions, we only want contracted customers to be able to create tickets in our ticketing system. We see that we can turn it off so that non-users can't create tickets which is great for us, but the benefit is completely negated if an account gets created when the non-users are CC'ed on a ticket.

We work with third party vendors a lot, so sometimes they end up creating tickets that don't belong to an organization and we don't want to add them to organizations because they work with multiple customers and don't want added confusion of adding them into multiple organizations.

    3 replies

    Ryan24
    • Ryan24
    • November 26, 2017

    Hey Robert,

    While an end-user account is a system requirement for any notification or incoming email, with no way to turn it off, we do allow you to turn off self signup or emails from non users. Check out this guide:

    Permitting only added users to submit tickets


    The key part to turning off the "anyone can submit tickets" is this:

    Despite your Zendesk Support being closed, it is possible for an agent to create a ticket from a support request from an anonymous user. When you receive a support request from an anonymous user, when you've configured Zendesk Support as closed, the request is added to the Suspended Tickets view. From there an agent can either delete the request or recover it. Recovering the ticket creates a new user account and adds the ticket to your Zendesk. For more information, see Viewing, recovering, and deleting suspended tickets in the Zendesk Agent Guide.


    While I know that's not exactly what you were thinking, this should get you most of the way there!

     

    Hope that helps!

    M
    • Martin12
    • May 17, 2021

    I would like a way to stop end users being created when people not already in Zendesk are CCed. Often customers get the email wrong or add a huge number of people or teams and we end up with a huge End User list to maintain.

    Cheeny
    • Cheeny
    • May 21, 2021

    Hi Martin,

    As of the moment, there is no native way to do that yet. The end-user account is a system requirement for any notification or incoming email. We understand your need for this functionality so I am marking this conversation as Product Feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.

    All the best

     

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