User Access Problem

Hi Chirag,

You’re getting the error “Sorry, support team members cannot submit tickets from here. If you need to open a ticket, please go to your admin panel or click here to open a new ticket.” because support team members cannot submit tickets from the front-end.

Support admins/agents should be using the back-end to manage their tickets.

The plugin works that way:

• Users/clients register on the site and can then submit tickets from the front-end
• When a new ticket is received, an agent/admin will handle it from the back-end (in the Tickets menu item)

That’s how it works and how it needs to be used.

I really think there is a misunderstanding about how the plugin works.

You have absolutely nothing to do after installing the plugin. It is just how it works. The error message you pasted above is absolutely normal: agents must use the back-end. Users however will be able to create tickets without you doing anything special.

Well at the moment I cannot test it because your site still has a redirect loop on the registration page which is most likely related to https://ww.wp.xz.cn/support/topic/dont-get-login-form-and-register-form-on-page?replies=7

Indeed I see the same error message. Either you set an incorrect role for new users or you gave support users agent capabilities.

Based on what I can see in your admin you gave users agent capabilities. If you added the capabilities listed in our FAQ to users then you need to remove them.

First of all let me ask you this: is there a specific reason why you created custom user roles instead of using what Awesome Support created during installation?

Well the only thing you need to do is give your agents the role “Support Agent” and give support users the role “Support User” or give whatever role you’re using for the support users the exact capabilities listed in the FAQ.