Auto-Registering New Users Added to Tickets in osTicket

martinmalgor

Hi everyone,

We’re deploying osTicket company-wide and have run into a hurdle:
When I create a ticket for someone who is not already in the system—just entering their email (and phone)—the ticket is created, but no user account is. Because the user isn’t properly registered, they can’t log in to view or reply to the ticket and end up contacting us through other channels.
Is there a built-in option (or reliable plugin) that will:
Automatically create a user account for any email address entered while opening a ticket, and
Send that user either a temporary password or a password-reset link so they can access the portal immediately?
If you’ve solved this—or can point me to the right configuration—your guidance would be much appreciated.

Thanks in advance for any help!

Best regards,
Martin Malgor

KevinTheJedi

martinmalgor

A User account is always created once a Ticket is created as every Ticket has to have an owner. If you as an Agent are creating the User when creating a Ticket it will be a Guest User account; as you created it on their behalf. There is no way to auto-register them unless they logged in themselves via an SSO option like OAuth2 or LDAP. After creating the Ticket you could go to the User in the user directory and send them a registration email manually but there is no way to automate this at this time. When they get the New Ticket Notification email it will contain a link to go to the User portal. There they can navigate to register themselves. You can always modify the email templates and add specific instructions on how to register for an account if they don’t already have one. The good thing is there is a separate template for when an Agent creates a Ticket on behalf of a User vs when a User does it themselves.

Cheers.

KevinTheJedi

martinmalgor

Another thing to note is that if you have everything enabled the Guest User will get a temporary access link within that New Ticket Notice that will contain a message at the top that says:

Looking for other Tickets?
Sign In or register for an account for the best experience on our help desk.

So it should be relatively easy for them.

Cheers.