Best method (supporting internal and external users)

[brendan]

Hi everyone

Just a question on what the best way to do the following is...

In the company where I'm installing eSupport, we have internal users who'll have access to the web interface, and external users who won't, but we still want to be able to manage their requests in the system.

Internal users need to have the following attributes:
- Ticket confirmation sent
- Access to web interface (so URLs visible in tickets)
- Responses to tickets emailed

External users:
- No password/reg details sent, but ticket confirmation sent
- URLs not sent in tickets, as they don't have access to web interface
- Responses to tickets emailed

What is the best way to do this?

As far as users/groups and permissions go etc., I'm not sure on the best way to do this is... But for URLs displaying in tickets, is editing templates the only way to do this?

Regards
Brendan

[Varun Shoor]

Hi Brendan,
The best way would be to create a seperate template group for the external users and modify all email templates to remove the URLs etc pointing to the web interface.

Please search the forums for "Template Groups" for more information on this.

Regards,

Varun Shoor

[brendan]

Thanks Varun. Is it possible to use the same email address/queue for both internal and external?