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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