Support

All tickets must be tied to a Joomla user account. This is a fundamental design choice. Remember, GDPR is a thing since 2018. If you don't have a way to link all tickets to a unique ID and someone comes to ask you for data deletion you will by definition fail to comply which is an automatic 4% global income or 20 million Euro fine, whichever is higher. That's why all tickets are attributed to a user ID which is the GDPR data export and data deletion nexus in Joomla. And that's also why this is a design choice I can never revoke: anything else would ask my clients making a 20 million Euro gamble which is… insane at best.

However, I think that you are simply describing how you think something should work rather than telling me what is what you want to achieve. I believe that your use case can be summed up like so:

We want anyone to be able to submit a ticket by sending an email to the Helpdesk. We do not want them to have to log into the site.

That is possible. Enable guest tickets and instruct the users to only interact with the ticket system using their email client.

When a user sends a ticket by email from an email address which does not correspond to a Joomla user account, a new Joomla user account is created. Subsequent replies and new tickets sent by email are attributed to that user.

If, however, creating these accounts is not acceptable then you need to look at a SaaS Helpdesk software. They still work the same way –a user account is created with every email– but you don't really "see" this unless you explicitly log in as an admin and go manage your help desk's users. Which, come to think of it, is exactly the case for ATS and what I described, the only difference being that ATS is orders of magnitude less expensive than a SaaS.

Think about what your use case really is about, what are your hard constraints, and whether what I described makes sense. Also think about ATS vs a SaaS, the cost, data sovereignty, data ownership, risk management etc. I can't tell you which solution fits your use case best. I can only point you to the key information you need to consider and provide my experience in implementing help desks with ATS.

You're welcome! I thought that would work for you. We created this feature for a use case that was very similar to yours.

Have a fantastic day!