Customer clicks "View request" link in email prompts to login

[Kevin Stamp]

When a customer a ticket and sends a response to their email, there are links to "View request" and "Turn off this request's notifications".

I would like the ability for the customer to click the "View request", without having to log in, to see their ticket.

Is this possible?

Thanks.

KS

[Cody Stevens · Accepted solution]

Hey @Kevin Stamp 

As long as the user already has an account in your portal, they will only be prompted to log in to view the issue if they logged out. If they do not have an account and they are using the email support channel, they will need to create an account to view the request.

If you are using a login free portal where users can anonymously submit a ticket, they still need to provide an email so they can receive updates and respond to the agent. To view the ticket on the portal, they are still required to create an account. 

Heres a link to the article about login free portals.

[Kevin Stamp]

Hey Cody,

I appreciate you getting back to me on my request.

I would need my users to be able to view their requests without creating an account.

Thanks.

Kevin

[Cody Stevens]

Hey @Kevin Stamp 

As far as I know, to view the request on the customer portal, they have to have an account. They are able to communicate back and forth with the agent via email but will be unable to view the issue on the portal. 

I looked into some of the support articles and other questions in the community and the consensus seems to be the same. I wish I was able to help more but I don't think we can achieve what you are wanting. 

Unless someone else can chime in here, It may be best to reach out to Atlassian Support and ask them what they suggest. They are quick at responding and very helpful! 

[Kevin Stamp]

Hi Cody,

No, the information you provided is useful.  We don't need customers to be able to access the portal once they submit a ticket.  They can hit reply if they want to add anything to their request.  I appreciate you searching around.

Thanks.

Kevin

[Cody Stevens]

I'm glad I could help. You can also remove the view request link from the email so it doesn't confuse them! 

I know your question wasn't 100% answered but if you want to mark my question as your answer that would be awesome and it would close it for people looking for unanswered questions!