How to use smartQ

External Access

External Access allows people not registered in your smartQ account to add tickets (through email or an external form). Those external users (also called here Clients) can access those tickets through a simplified interface, and track their progress, without going through any registration process. This allows you to use smartQ in areas like help desk, online support, etc.

You can enable External Access through the "options" menu on the top (available to Account Administrators only) by picking the project that the external tickets will be posted into.

External Access settings

The project the External tickets will be posted into is marked with an "E" icon in the projects dropdown and is placed on very top of the list:

External Access Project

When a client submits a ticket through email or external form, he/she gets an email notification with access to the simplified smartQ interface where the ticket progress can be tracked. Registered smartQ users can see this ticket in their full-featured smartQ interface.

External Access

Below are the description of all the steps. Let's say a client sends an email to create a ticket:

External Access

The ticket appears in smartQ, inside the project you specified to "catch" those emails:

Ticket in smartQ interface

The Client (External User, not registered in your smartQ account) gets an email notification confirming that the ticket was created:

Email notification
Do not share the link from the email with other people, unless you want them to have access to the ticket. Any messages posted to the ticket through this link will be assumed coming from the Client that created the ticket.
If the person creating a ticket through email (or external form) is a registered smartQ user, those tickets will be placed into a project defined in Options>Main Settings [ read more ].

The email contains the link to this ticket - to a simplified smartQ interface designed for Clients. To access this interface, there is no need to go through any registration. The ticket page contains only the ticket name, description and an area for comments on the right:

Ticket in simplified interface

Below is the same ticket viewed by smartQ users in the full-featured interface. smartQ user is posting a message into the ticket - notice that the email notification is enabled by default and the Client is automatically selected as a recipient:

The Client can see all the communication through the simplified interface:

Ticket in simplified view

Clients can post his/her own messages through the simplified interface or by simply replying to the email notifications (and just manage the communication through emails). Clients can not see the workflow setup for their tickets - all the stages it goes through. They can only see the tickets either as Opened or Closed. A ticket is considered closed when it is moved to the last column in the main interface - the Client gets an email notification about it. A Client can also close the ticket at any time (but he/she can not delete a ticket already submitted). The ticket can be also re-opened - an email notification will be sent to the Client about that too.

External Tickets can be submitted also through an external form (and this form can be embedded into your own website):

External Form

After a ticket is created, the Client gets access to the ticket simplified view. smartQ detects that this Client has multiple tickets created (using the same email) and offers the Client to create a smartQ Client Account:

Multiple tickets

The registration (which is optional) gives the Client the possibility to track all his/her tickets through one interface, instead of a separate screen for each of them - through the Registered Client simplified interface:

Multiple tickets

Once the tickets are closed (moved to the last column in the main interface, or simply closed by the Client), they are moved to the "Closed Tickets" tab:

Closed Tickets

Registered Clients can also open new tickets directly through this interface, using the "add ticket" button on the top right - that gives them a third way to create tickets.

To sum it up:

  • People not added as registered users to your smartQ account (called External Users or Clients) can submit tickets to your smartQ account through email or external form if you enable the External Access.
  • Clients get web access to their ticket through a simplified one-page interface, while smartQ users can see it in the full-featured interface. Communication on this ticket can be managed through the web interface or through emails
  • The ticket is closed when the Client closes it or the smartQ user moves it to the last column in the Board View (last stage).
  • If the Client (with the same email) creates additional tickets through email or external form, he/she is offered to pass a simple optional registration, after which they become Registered Clients and gain access to all their tickets through one simplified interface.

External Access allows you to use smartQ as a platform for managing a support desk (issue management, bug tracking, etc).