How can our guest visit our customer portal and view their issues without creating account?

[Miguel Bravo]

We are currently testing our customer portal and have noticed that when a guest/customer starts an issue, they are sent an email. The email contains a line for them to reply directly to us through their issue. There is a link to "View Request", but they are asked to log in or create an account to be able to see their issue. Is there any way around this?
Thank you

The first attachment is an example. We would like our guest to have access to just that view. The second attachment is an example of the email. (for reference)

[Mike Bowen · Accepted solution]

Hi @Miguel Bravo 

There are two ways to raise a request.

1. Customer portal, which requires sign up (free). The customer portal is way better for your customer because they can see all their requests raised. They can also see requests raised by their colleagues. 
2. Email. The email notification you see is a default template, which you can change if your want, but the link can't be removed because it is primarily for customers who are signed up to the customer portal to quickly gain access to the portal via that link. For email customers simply tell them not to click the link and instead reply above the line.

If you want that customer portal view then invite your customers to the customer portal by adding their emails into organizations under customer. They'll receive an email invite to sign up and then once logged in they can raise tickets via the portal. 

-Mike

[Miguel Bravo]

Thank you Mike.
Could you link or direct me to the page that discusses email notification template customization? 

[Mike Bowen]

Hi @Miguel Bravo 

I am not sure of the Jira link, Google it if you really get stuck, but if you go to Project Settings, Customer Notifications and edit any of the Notifications except for Customer Invited, you will see the screen is broken into two parts. The top half of the screen makes up the form you edit with the variables and the bottom half is a preview screen. It is pretty easy to grasp and you have the option to TEST. 

Give it a try, as a worst case scenario if nothing works, click the Revert to default and start again. Once you have mastered one notification, you simply copy the form and paste into the other notifications to keep the look and feel standardised.

-Mike

[Miguel Bravo]

Thank you. This will help me out greatly!