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ACCORD5 Company Forums » Trellis Desk » Peer-to-Peer Support

1. 

   elated
   

   offline

   Member

   Hello,

   I am wondering if it is possible using some hack or modification to allow users to post tickets without registering and it should create a ticket and a random password (similar to Kayako eSupport)

   Also, can I add a few custom fields in the open new ticket form. I need to take information like user license number etc.

   Thank you for your time.

   Posted 2 years ago #
2. 

   elated
   

   offline

   Member

   Also, you guys have an amazing product. You should market it properly. I had a very hard time finding it. And I am going to purchase your license removal as soon as have the above to issues sorted out.

   Thanks again! Keep up the good work.

   Posted 2 years ago #
3. 

   DJ
   

   offline

   Project Lead, Trellis Desk

   Thanks for your kind words. I believe we do have some marketing plans up our sleeve in the near future. ;)

   Anyways, Trellis Desk already supports guest tickets and custom fields. You won't need to make any modifications for those features.

   Posted 2 years ago #
4. 

   nacworld
   

   offline

   Member

   Well it supports guest tickets when they mail me by my support email which is piped to the desk but if the guests go to the support desk it forces them to sign-up which I don't want to force them but I couldn't get it done... The solution is somewhere I m lost can you help me with that... By the way it's a much better software than you can buy on the internet... :)

   Posted 2 years ago #
5. 

   DJ
   

   offline

   Project Lead, Trellis Desk

   If you configure these settings as follows, guests should be able to create tickets without registering.

   1) Manage Guests group > Ticket Center Access = Yes
   2) Manage Guests group > Can Create New Tickets = Yes
   3) Manage departments > desired department = allow guest access (in permissions)

   Guests will be able to click the Submit A Ticket link.

   Posted 2 years ago #
6. 

   jkateega
   

   offline

   Member

   My system is working well and Members can pipe their emails to my address. Problem is guests email address can not be piped. In the log file i finde email denied but they can send guest tickets from the web. So what can I do to Pipe guest emails???

   Thanx for the help

   Posted 2 years ago #
7. 

   rhbkweb
   

   offline

   Member

   Does trellis only pipes registered users? or all users can access email piping?

   Posted 2 years ago #
8. 

   Davtra
   

   offline

   Member

   Does trellis only pipes registered users? or all users can access email piping?

   
   All users can send their ticket information via email.

   Posted 2 years ago #
9. 

   dsimms
   

   offline

   Member

   i personally do not like email piping..it just invites spam to open up tickets...if a user has a problem, they can register, open up a ticket, and check their status when they get a reply via link...

   just my 2cents worth...

   Posted 2 years ago #
10. 

    JR1
    

    offline

    Member

    Certainly you can get a lot of spam if you fail to filter your mail. However, if you block spf fails and run spam assassin against incoming, you should see no more spam tickets than you receive junk in your normal inbox. IME, anyway.
    The biggest problem we've seen is that if we forward incoming mail from our internal server to an outside repository for Trellis Desk, the forwarded mail will fail spf! this will be a nuisance until i find a way for Trellis desk to use POP3S or TSL. Perhaps somebody here can advise?

    Posted 2 years ago #

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