Specify Who Can Submit Tickets

This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 12.x and earlier.

System Administrators can limit which type of Users have the ability to submit tickets through the customer-facing Portal. For example, if a company does not want anonymous users to submit tickets, the System Administrator can configure the ticket and/or Department settings so that only Users with the Registered Users Role can submit tickets through the Portal. To specify the Role that is required to submit tickets, the System Administrator will need to edit the ticket settings for the specific Departments that have special permissions for ticket submission via the Portal.

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 Support Department's ticket settings may only allow the Registered Users With Verified Emails Role to submit tickets whereas the Sales Department allows the Anyone Role to submit tickets.

Follow these steps to specify who can submit tickets through the portal for a specific Department:

  1. First. log in to SmarterTrack as a System Administrator.
  2. Click the Menu icon and in the dropdown, select Settings.
  3. Under the Manage header, click Departments. All of Departments are displayed.
  4. Select the appropriate Department and click the Edit button. (Alternatively you can double click the Department name.)
  5. Click on the Tickets tab.
  6. Find the New Ticket in Portal option. To specify which User Roles can submit tickets, select the appropriate Role from the dropdown.
  7. Click the Save button.
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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