Emails sent to the portal are not processing as ticket.

Question

Project settings > Email requests > logs

I can see that people are attempting to place a ticket but it "FAILED" Sorry, self-signup is disabled for this help center. You need to be invited first.

I know how to enable sign-ups but is there a way to have it so that anyone that sends an email request generates the ticket without having to create the account first? I was like looking into other possible solutions to have customers sign in but it requires a sub Understand Atlassian Access | Atlassian Support

Maybe I just need a step in the right direction. Thanks in advance.

Jack Brickey · Answer

Every ticket needs to be associated with an email/user. This ensures that the agent can communicate with the customer on the issue. What is the use case where the agent would not need to be aware of the customer contact?

Anthony Lopez_w6p3we · Answer

Yeah, I have that set to open. It still requires you to make an account though. Unless I am missing a step?

Which I was. I unchecked the internal and its working fine.

Jack Brickey · Answer

Hi @Anthony Lopez , welcome to the community.

You can make your project open which would allow anyone that has the email address to create a ticket. If it is their first time doing so they will be added as a customer to that project by default.

Go to project settings > customer permissions and select open in the drop-down. You could also consider using the widget which can be placed on any of your website pages allowing customers to have a mini-portal of sorts.