We haven't changed any settings so it should still be configured to allow unregistered users to submit tickets from our portal (you don't need to be logged in to submit a ticket). I'm trying to find that exact setting now I don't know if something changed but I can't find it. There's a setting that is set so only registered users can view tickets, wasn't there a setting to allow unregistered users to submit tickets?
This was working fine for some time. I'm not sure when this broke as I only just noticed the issue but I believe it may be when we upgraded from 10.x to 11.2.
When a user is not logged in there is no button to create a ticket, but the button does show for logged-in users.