Open Ticket without logging requirement
Question asked by sales - January 27, 2016 at 9:40 AM
Answered
Tickets menu where someone could send us email without logging, this option was working in ST 8 but I am facing problem to make it happen. I can see on Portal.smartertools.com tickets > submit ticket, this exactly I want to do , how we can do that ?

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Andrea Rogers Replied
Employee Post
Hey there,
 
What version of SmarterTrack are you currently running? If you're on the latest now, 11.x, you'll find the setting to allow anyone to submit tickets at your portal in your Department settings. Log in as the System Admin and go to Settings > Manage > Departments. You'll need to edit each department for which you want users to be able to submit tickets without logging in. On the Tickets tab, you'll see a setting for "New Tickets in Portal." This allows you to choose the role that's required for ticket submission. 
 
If you're on an earlier version than 11.x, you'll find this setting at Settings > System Settings > Tickets > Ticket Settings > Options tab. 
 
Hope this helps! 

Andrea Rogers
Customer Operations Manager
SmarterTools Inc.
877-357-6278

www.smartertools.com

0
Andrea Rogers Replied
Employee Post
As a side note, similarly, you can allow anyone to submit tickets to your department by email as well. When they email the department address, it'll be imported as a ticket. In version 11, this setting can be found at Settings > Configuration > Email > POP tab. In earlier versions, you'll find the email setting at the same place listed above.

Andrea Rogers
Customer Operations Manager
SmarterTools Inc.
877-357-6278

www.smartertools.com

0
sales Replied
We are using ST v11.4, which we upgraded from ST v8. In previous version it was working fine and yes we have set the setting exactly as you explain.
 
Department >> New Tickets in Portal = All Users (Login Not Required)
 
Maybe there is something else we are missing, as because Ticket menu is not listing at all in the portal.
 
In Brand >>Portal Option >> All options are enabled.
 
Any idea what could goes wrong with the ST upgrade from v8 to 11 which could have broken this ?
1
Andrea Rogers Replied
Employee Post Marked As Answer
Please also check out the setting found at Settings > Manage > Brands > Permissions > "View Ticket Requires." Let me know if this does the trick. From the testing on my end, this seems like it could be the issue. 

Andrea Rogers
Customer Operations Manager
SmarterTools Inc.
877-357-6278

www.smartertools.com

0
sales Replied
Thanks Andrea this work for us. We misread the description "View Ticket Requires" we thought that customers could read the email without verifying their emails, matter of fact this option is to display Ticket menu :)
0
Andrea Rogers Replied
Employee Post
Thank you for the follow up! I'm very glad to hear that.

Andrea Rogers
Customer Operations Manager
SmarterTools Inc.
877-357-6278

www.smartertools.com

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