How to Allow Anonymous Users to Submit Tickets in BoldDesk
BoldDesk allows you to enable anonymous ticket submission through the customer portal. When this option is activated, users can create tickets without logging in. To allow anonymous users to create or submit tickets, navigate to Admin > Customer Portal > General Tab and activate the option “Allow unauthenticated users to create tickets.” Once enabled, the ticket creation form will be accessible without requiring a login, allowing submissions from anonymous users.
How to Enable Ticket Creation for Unauthenticated Users
Follow these steps:
- Access Admin Settings
- Navigate to Admin → Customer Portal → Ticket Tab.
- Ticket Creation Settings
- Locate the option Allow unauthenticated users to create tickets.
- Check the box to enable.
- Update to save changes.
Once enabled, the ticket creation form becomes accessible without login.
The following fields are required to create a ticket without authentication
- Name
- Other ticket fields
Ticket Viewing Requires Login
When the “Allow unauthenticated users to create tickets” option is enabled, users can submit tickets without logging into the portal.
- Tickets cannot be viewed without login. Even though users can submit tickets anonymously, they must log in to view or track the ticket.
- Anonymous ticket creation simplifies submission, but tracking always requires authentication for security.
Why does the portal still ask for login after allowing unauthenticated users to create tickets?
If the portal continues to request login after enabling this setting, please verify that the Knowledge Base is activated for all users under:
-
Admin → Customer Portal → Knowledge Base Tab.
-
Configure KB visibility for all users. Kindly note that the Knowledge Base MUST also be configured to enable visibility for all users
If the Knowledge Base is not enabled, you can directly use this link to create a ticket: https://yourdomain.bolddesk.com/support/tickets/create
Frequently Asked Questions (FAQ)
1. Can users track tickets without logging in?
No. Ticket tracking and viewing require authentication.
2. What fields are required for anonymous ticket creation?
Name and Email are mandatory, alongside other ticket fields in the ticket form.
3. Why is login still required after enabling the setting?
You must also enable the Knowledge Base for public visibility.
4. Can I disable anonymous ticket creation later?
Yes. Uncheck the Allow unauthenticated users to create tickets option in the Admin settings.
