Public Ticket Form and Guest Links
The public ticket form lets anyone outside your organization submit a support request without a PMSuite account. When a guest submits the form, PMSuite creates a ticket, records the requester as a guest backed by a secure token, and sends a confirmation email containing a guest link. That link lets the requester view their ticket and read agent replies without logging in. Guest links expire automatically and are revoked by the system's scheduled cleanup process.
Who Can Use It
| Role | What they can do |
|---|---|
| Company Admin | Enable the form, configure requester-handling settings, share or embed the form URL |
| Ticket agents | Manage, reply to, and close tickets submitted through the public form — same workflow as any other ticket |
| External requesters (guests) | Submit tickets without an account; follow up via the secure guest link in their confirmation email |
Prerequisites
- The Tickets module must be enabled for admins in Settings → Module Settings.
- At least one Ticket Group should exist to receive incoming guest submissions (Settings → Ticket Settings → Ticket Groups).
- Outgoing email must be configured and working so the confirmation email (and its guest link) reaches the requester. See Settings → Custom Email Setup.
- Email notifications for new tickets must be enabled in Settings → Notification Settings → Email.
How to Access
To configure the public form: Go to Settings → Ticket Settings and open the Public Ticket Form section.
Tickets created via the form:
Appear in Workspace → Tickets (/account/tickets) alongside all other tickets.
Guests access their ticket: Via the secure guest link delivered to their inbox — no PMSuite login required.
Enabling the Public Form
- Go to Settings → Ticket Settings and locate the Public Ticket Form section.
- Turn the form on. PMSuite generates a unique URL for your workspace's public form.
- Copy the URL — share it directly (email signatures, your website's contact or support page, partner communications) or embed it using the iframe code provided on the same screen.
Configuring Requester-Handling Settings
The requester-handling settings in the Public Ticket Form section control how guest submissions are processed:
- Set the default Ticket Group so every public submission is routed to the right team immediately.
- Set the default priority applied to incoming public tickets.
- Review any additional intake rules that determine how a guest's information maps to your internal workflow.
These settings ensure that tickets arrive with a group and priority already assigned, reducing the manual triage burden on agents.
Submitting a Ticket as a Guest
An external requester opens the public form URL, fills in the required fields (at minimum: name, email address, subject, and description), then clicks Submit.
On a successful submission:
- PMSuite creates a new ticket with the subject, description, default group, and default priority you configured.
- The requester is recorded as a public guest requester — a guest token is issued and associated with the ticket.
- A confirmation email is sent to the address the guest provided. The email contains:
- The ticket reference.
- A secure guest link for viewing the ticket without logging in.
- The ticket appears in Workspace → Tickets and is available for agents to assign, reply to, and manage through the standard workflow.
Guest Links: Viewing a Ticket Without Logging In
The secure guest link in the confirmation email opens a public ticket view where the requester can:
- See the ticket subject, description, and current status.
- Read replies posted by agents.
No PMSuite account or password is needed.
Guest links expire. Each link is backed by a guest token that is automatically revoked by the system's revoke-expired-guest-tokens scheduled command. Once a token expires, the link no longer opens the ticket view.
Notification emails include the guest link. When an agent posts a reply to a guest ticket, the outgoing notification email sent to the requester also includes the guest link, so the requester can always return to their ticket view from the latest email in their inbox even if an earlier link has expired.
If a guest contacts you saying their link no longer works, advise them to check their most recent notification email for a current link, or ask them to reply directly to that email thread with their ticket reference number.
Effect on Other Features
Tickets list: Guest-submitted tickets appear in Workspace → Tickets alongside tickets from registered clients and employees. They can be searched, filtered, assigned to groups and agents, and handled identically to any other ticket.
Agent replies: Agents reply through the standard ticket reply interface. Public replies are delivered to the guest's email address. Agent and customer-reply badges visually distinguish who posted each message in the thread.
Round Robin: If Round Robin auto-assignment is active (Settings → Ticket Settings → Round Robin), it applies to public form tickets on the same basis as other incoming tickets.
Reply templates: Agents can use Reply Templates when responding to guest tickets.
Client records: Guest submissions are recorded under a guest profile rather than creating a permanent record in Sales → Clients. If you want to associate the requester with ongoing sales or project work, create a Client record manually after reviewing the ticket.
Limitations
| Limitation | Workaround |
|---|---|
| Guest links expire when their token is revoked | Direct the requester to their most recent notification email, which also contains the guest link; or provide the ticket reference number for manual follow-up |
| The guest ticket view is read-only — guests cannot post replies through the guest view | Guests reply by responding to the notification email in their inbox, or by emailing your support address directly with their ticket reference |
| Guest submissions do not create a persistent client record in Sales → Clients | Manually create a Client record if the requester needs ongoing access to the client portal or needs to be linked to a project |
| Once a guest token expires there is no self-service way for the guest to retrieve their link | Agents can reply to the ticket, which sends a new notification email containing the current guest link |
Troubleshooting
Guest did not receive the confirmation email or guest link
- Confirm the requester entered their email address correctly — look up the ticket in Workspace → Tickets and check the email shown on the ticket record.
- Verify that email notifications for new tickets are enabled: Settings → Notification Settings → Email.
- Check that outgoing email is configured correctly in Settings → Custom Email Setup and review the mail queue for delivery errors.
Guest link returns an error or access denied
The guest token may have expired and been revoked by the system's scheduled cleanup. Direct the requester to the most recent notification email they received, which also includes the guest link. If no recent email is available, an agent can post a reply to the ticket, which triggers a fresh notification email containing the link.
Public form URL does not load
Confirm the public form is still enabled in Settings → Ticket Settings. If it was recently turned off, the URL will return an error until it is re-enabled.
Ticket submitted via the public form is not visible in the tickets list
- Confirm the Tickets module is enabled for admins: Settings → Module Settings.
- Check Roles & Permissions to ensure the agent's role has at least View access to tickets. Note that permission changes may require the agent to log out and back in before taking effect.
Round Robin is not assigning guest tickets
Confirm Round Robin is enabled and that at least one agent is active in the assigned Ticket Group: Settings → Ticket Settings → Round Robin.