Specify Who Can Submit Tickets

Administrators can limit which type of users have the ability to submit tickets through the portal. For example, if a company does not want anonymous users to submit tickets, the administrator can configure the ticket and/or department settings so that only registered users can submit tickets through the portal. To specify the role that is required to submit tickets, the administrator will need to edit the ticket settings for the system-wide level and/or the department level.

Applies to SmarterTrack 11.x-12.x

Setting Department-Specific Ticket Submission Requirements
By editing the ticket settings for a specific department, specified role requirements will apply to the selected department only. This allows companies to have different ticket submission requirements for different departments. For example, the administrator may set the ticket settings for the system-wide level to allow anyone to submit a ticket. However, the support department's ticket settings may only allow registered users with verified emails to submit tickets.

Follow these steps to specify who can submit tickets through the portal:

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the Settings icon.
  3. Expand the Manage folder, edit the department and then click on the Tickets tab.
  4. Find the New Ticket in Portal Requires option. To specify which users can submit tickets, select the appropriate role from the list.
  5. Click Save.

 

Applies to SmarterTrack 6.x - 10.x

Setting System-wide Ticket Submission Requirements
By editing the ticket settings on a system-wide level, specified role requirements apply to all departments. Follow these steps to specify who can submit tickets through the portal:

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the Settings icon.
  3. Expand the System Settings and Tickets folders.
  4. Click Ticket settings.
  5. Find the New Ticket in Portal Requires option. To specify which users can submit tickets, select the appropriate role from the list.
  6. Click Save.

Setting Department-Specific Ticket Submission Requirements
By editing the ticket settings for a specific department, specified role requirements will apply to the selected department only. This allows companies to have different ticket submission requirements for different departments. For example, the administrator may set the ticket settings for the system-wide level to allow anyone to submit a ticket. However, the support department's ticket settings may only allow registered users with verified emails to submit tickets.

Follow these steps to specify who can submit tickets through the portal:

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the settings icon.
  3. Expand the System Settings and Organization folders.
  4. Click Departments.
  5. Select the desired department and click Edit.
  6. Click the Tickets tab.
  7. Find the Portal Submission Requires option. To specify which users can submit tickets to this department, select the appropriate role from the list.
  8. Repeat steps 5-7 for every department that will only accept tickets from a certain type of user.
  9. Click Save.
For more information, please refer to the Ticket Settings page in the SmarterTrack Online Help.

 

Learn more about SmarterTrack’s email ticket system and how it will help you improve your customer service.

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Can a custom role we add submit a ticket (I know they can) but can they also select Priority. I want my clients to chose the priority of ticket.

Also can a custom role also create tasks with priority?

Tareq Mahmud (December 29, 2015 at 7:53 PM)
While a custom role won't accomplish this, you can use custom fields and events to allow your users to specify the priority of their submitted tickets. You'll need to create an event for each priority status that will be available to your clients. First, you'll want to create a drop-down list custom field with the 4 priority statuses (Low, Normal, High, Urgent) and apply it to your department's ticket template. Then, go to Events and create an event for Ticket Created. You'll find your custom field near the bottom of the Conditions. (Keep in mind, if you named your field "Priority", you'll see two "Priority" fields in the Conditions list. Be sure to choose the one near the bottom.) Choose "Priority Equals High". For the Action, choose "Set Ticket Priority" and choose "High". Do this for each priority status. Now when your clients submit tickets, they can choose the priority from a drop-down list and the ticket submitted will automatically take that priority.

As for tasks.. I'm not sure I understand the question. When Agents create a task, they're already able to set the priority.. Are you looking for a way to allow end-users/clients to create tasks as well? I don't believe that is possible at this time, but with more information I can give you a definitive answer.

Andrea Rogers (December 30, 2015 at 9:58 AM)

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