greezybacon
commented
12 years ago @ROYW1000, this is what I hear you saying: when a client logs a new ticket in the ticket system (from the client interface), the ticket iteself is not shown. Additionally, if the client clicks on the [Check Ticket Status] button from the confirmation page, they are presented with the client login page, which requires the ticket number and email address and says 'Authentication Required'. And, since the client doesn't know the ticket number, they cannot log in to see the [original] ticket.
Assuming this is correct, there are a few tweaks around this setup.
First of all, make sure the autoresponder is configured for new tickets: Admin panel -> Settings -> Autoresponder Settings -> New Ticket. This will send a ticket to the client when they create a new ticket. The email will include the ticket number, which will allow the client to log in and view the ticket.
Secondly, edit the autoresponder email template: Admin panel -> Emails -> [Template Group in use] -> New Ticket Autoresponse, and change %url/view.php?e=%email&t=%ticket to %clientlink. This is a new feature of 1.7-rc2, which will add auto login authentication to the link, so when the client follows the link, they will be presented with the ticket automatically (ie. bypass the login page). You might consider making the same change to the Response/Reply Template and to the New Message Auto-response templates for the same thing
Hi
If you create a ticket and then try to view it without a response being given you get the following error:
Authentication Required
And you don't get to see the original ticket.
It needs to show them the original ticket and no response. Also it send an email saying client log in failed.
Therefore if a customer creates a ticket and check within 1 hour they get a screen that looks crazy.
Also Authentication Required should only show when login has failed.
Roy