Hello,
To avoid any misunderstandings, I have actively tried to resolve this issue in the meantime. Here are the current settings:
The default Help Topic is set to “General Inquiry.”
Registration is required.
The registration method is “Public – Anyone can register.”
There are two Help Topics (“General Inquiry” and “Support”) that should be used by external users:
When a guest (without an account) submits a message, the ticket should automatically be assigned to “General Inquiry.”
The same applies to incoming emails from registered users, they should also be categorized under “General Inquiry.”
In the ticket overview, the tickets are correctly displayed under “General Inquiry.” However, when I open a ticket and click Edit, the fields from “Support” appear. The same happens for the ticket creator (guest or email sender), when they edit the ticket, they see the fields for “Support.” Only when logging in and manually selecting the correct Help Topic in the web interface do the correct fields appear when editing.
Is this a bug, or is there a setting I need to adjust to make this work correctly?
