The problem with clients that use email to send support tickets is lacking the ability to have your own customized web form to ask the specific questions you'd like to ask the client when creating a ticket in the first place. Moreover, no client wants to track another set of credentials for their employees just to create support tickets. Ideally, having a public portal without sign-in and with the ability to create a customized web form would be ideal. Since you don't need credentials to send a support ticket by email, what's the difference of having a portal without credentials either???
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