Portal Ticket Email Accounts (Settings)

The Portal Tickets Email Accounts settings determine which Tickets-From-Emails accounts are visible to customer contacts within the Customer Portal.

By default, all previously-configured and newly-created Tickets-From-Emails accounts are visible to all Customers; this ensures backwards-compatibility with Portal configurations prior to the implementation of the updated Portal Ticket Email Accounts settings (May 2021). If a Tickets-From-Emails account is being created for a specific Customer or Customer Group, it should immediately be assigned to that Customer (or Group) after creation.

Overview

When a customer contact logs-in to the Customer Portal, and creates a new Ticket, they can select from a list of Tickets-From-Emails accounts (Ticket Description field):

The Portal Ticket Email Accounts settings provide for the restriction of Tickets-From-Emails accounts, to contacts associated with specific Customers.

A Tickets-From-Emails account must be associated with either:

• All Customers (default)
• One or more Selected Customers
• A single Customer Group

A Tickets-From-Emails account must be configured in the Ticket Settings, prior to being able to assign it to Customers; refer to the article Tickets From Emails (Settings) for information relating to the creation of Tickets-From-Emails accounts.

Accessing Ticket Email Accounts Settings

Settings > Portal Settings > Portal Ticket Email Accounts

Viewing Tickets-From-Emails Account Allocations

Select a Tickets-From-Emails account by clicking the name of the account in the list at the top of the settings screen:

The Modify portal ticket email account section will be displayed.

By default, all previously-configured and newly-created Tickets-From-Emails accounts are visible to all Customers; this ensures backwards-compatibility with portal configurations prior to the implementation of the updated Portal Ticket Email Accounts settings (May 2021). If a Tickets-From-Emails account is being created for a only specific Customer or Customer Group, it should immediately be assigned to that Customer (or Group) after creation.

Allocating a Ticket Email Account to Customers

Choose the required option from the drop-down list; the available options are:

• All Customers (default)
• Customer Group
• Selected Customers
• No Customers

In each case, once selected and saved, any previous Customer / Group selection for the Ticket Email Account will be overwritten, and is irrecoverable. For example, if there are several Selected Customers, and a Customer Group is subsequently selected and saved, the previously selected customers will be removed from the list, and will need to be added manually in the event of a change of mind.

All Customers (default)

All Customers with access to the Portal will be able to select the Ticket Email Account.

Click Save to confirm.

Customer Group

Customers within the the selected Customer Group, with access to the Portal, will be able to select the Ticket Email Account.

A Tickets-From-Emails account can only be allocated to a single Customer Group (i.e. it cannot also be allocated to other Customers or other Customer Groups).

Before allocating a Ticket Email Account to a Customer Group, the group must have previously been created in the Customer Groups (Settings).

If not already selected, choose Customer Group from the Assigned To drop-down list.

Select the name of the group from the Customer Group drop-down list:

Selecting (and saving) a new Customer Group will remove any existing allocations for the Ticket Email Account.

Click Save to confirm.

Selected Customers

Selected customers with access to the Portal will be able to select the Ticket Email Account.

If one or more Selected Customers has previously been selected, the company names will be displayed as shown in the following image:

Use the Customer Search field to locate the required Customer (a minimum of three consecutive characters must be entered). When the matching results are displayed, click the name of the required Customer to add the Customer's company name to the list of companies that are able to access the Tickets-From-Emails account in the portal.

Add further customers as required.

Click Save to confirm.

No Customers

No Customers will be able to select the Ticket Email account in the Portal.

Click Save to confirm.