If using Create tickets for emails from unknown senders/domains in Admin > Settings > Ticket, ticket updates will not be sent if no contact is assigned. Additionally, the link sent in the Ticket Created email provides a link to the ticket, but it cannot be viewed unless they have client portal access.
To me, this seems like it puts up a wall and breaks communication. The only way to interact with the original sender is to either:
- Manually create a contact for the ticket and assign it
- Manually send an email to the original sender outside of ITFlow
I believe that responding to a ticket (even if not assigned to a contact), should still send an email to the ticket creator. Additionally, with the use of URL keys, I believe the email should include a way for the client to view the ticket without actually logging into the portal -- just like tickets do with known contacts.
Not sure if this should be two separate threads, but while working through the above, I noticed an additional issue when changing the contact on a ticket that was received from an unknown sender to a known contact, the Ticket Created email will be sent missing the original subject of the ticket and will contain no body.
For example, here's the ticket created email that was sent to the "unknown contact":
Here is the email sent to the contact after the ticket is assigned a new contact:
##- Please type your reply above this line -##
Hello Contact Name,
A ticket regarding "" has been created for you.
--------------------------------
--------------------------------
Ticket: TCK-9
Subject:
Status: Open
Portal: View ticket
--
Support
support@msp.com
Additionally, the link provided in this email does not work either. It provides the ticket link but without a URL key like so: /guest_view_ticket.php?ticket_id=9&url_key=, thus returning an error on the ITFlow side when visiting it: Oops, something went wrong! Please raise a ticket if you believe this is an error.