Trellis:Guest Ticketing

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Trellis Desk v1.0 Beta 5 introduced guest ticketing. Guest Ticketing allows guests to submit a ticket without creating an account or logging in. This can be very useful, as requiring your clients to register in order to receive support is sometimes discouraging.

Contents 1 Enabling Guest Ticketing 1.1 Group Permissions 1.2 Department Permissions 1.3 Ticket Settings

[edit] Enabling Guest Ticketing

There are three areas in the ACP in which you will find settings / permissions for guest ticketing. It is important to make sure all these settings are correctly configured in order for guest ticketing to work.

[edit] Group Permissions

First you will need to make sure that your Guests group has access to the ticket center. To do this, edit your Guests group (ACP › Management › List Groups › Edit) and make sure the 'Ticket Center Access' and 'Can Create New Tickets' permissions are enabled (set to Yes). If you leave 'Can Create New Tickets' disabled (set to No), guests will be allowed to view tickets and their history, but not create tickets.

[edit] Department Permissions

Now we need to allow guests access to our departments. Just like regular permissions, you can restrict groups from accessing specific departments. To edit your department permissions, edit the department you desire (ACP › Management › List Departments › Edit). Then under Group Permissions, make sure the Guests group is included (highlighted). You can also edit your all department permissions for the Guests group by editing the group itself (ACP › Management › List Groups › Edit).

[edit] Ticket Settings

There are also two global ticket settings for guest ticketing. To manage these settings, edit the Ticket Settings via the ACP (ACP › Management › Ticket Settings). There you will see two settings: Allow Guest Ticket Notification Emails and Allow Guest Upgrading. By enabling (setting to Yes) Allow Guest Ticket Notification Emails, guests be given the option to receive an email notification for ticket updates (such as when a ticket replies a reply). Enabling Guest Upgrading allows a guest to upgrade to a full account, while keeping their tickets intact with their account.