Configure for anonymous support e-mail

[eboto]

Hey all,

In short:
Does OTRS 3.0.6 have any solution for allowing support e-mail from a previously unknown customer, without forcing the customer to create an account?

In long:
I make an early consumer-facing product, and am having trouble configuring OTRS for that key part of the support workflow.

I understand the that the normal OTRS ticket workflow would be (1) Customer creates/verifies a Customer account (2) Customer logs in and files ticket.

However, being an early consumer product, I am extremely interested in feedback and do NOT want to force my users to create an account just to ask a question about the product. As I see it, OTRS's role in my organization is primarily to ensure satisfactory follow-up to inquiries, and otherwise to be entirely invisible to the customer.

At the same time, I understand that in OTRS-land every support ticket needs to be associated with an existing customer.

Is there a way to auto-generate a new Customer based on form input? Is there any other good solution to this problem?

Thanks,
Erem

[crythias]

by default, all random emails that make their way to the otrs email address make a ticket, without respect to whether they exist as a customer.

[eboto]

My do I feel sheepish.

Turns out that the support email address that PostMaster was hooking into had the spam-filter on, and was filtering out test emails from some of my test accounts but not from others. By coincidence the account that passed the spam filters was the same one for which I had configured a Customer, leading me to the incorrect conclusion that only Customer emails create tickets.

Thanks so much for the clarification, crythias.

Everyone else, please disregard this thread. =o

Erem