Title: User Access Problem Last modified: August 31, 2016 --- # User Access Problem * Resolved [neel2010](https://wordpress.org/support/users/neel2010/) * (@neel2010) * [10 years, 2 months ago](https://wordpress.org/support/topic/user-access-problem-1/) * Hi There, * My name is chirag panchal and i have just installed Awesome Support plugin on my client’s website. My question to is when i login and going to submit ticket i get this 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.” and its not showing editor at all. * I have given support user to create ticket , edit ticket and close ticket to do that. i have used plugin for that “User Role Editor” * Please check on [http://www.opensource247.com/submit-ticket/](http://www.opensource247.com/submit-ticket/) * Thanks, Chirag * [https://wordpress.org/plugins/awesome-support/](https://wordpress.org/plugins/awesome-support/) Viewing 14 replies - 1 through 14 (of 14 total) * Plugin Author [julien731](https://wordpress.org/support/users/julien731/) * (@julien731) * [10 years, 2 months ago](https://wordpress.org/support/topic/user-access-problem-1/#post-7240451) * 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. * Thread Starter [neel2010](https://wordpress.org/support/users/neel2010/) * (@neel2010) * [10 years, 2 months ago](https://wordpress.org/support/topic/user-access-problem-1/#post-7240453) * Hi Julien, * Ok thanks to send me details. i want to get this functionality. when any user register or login. he or she can submit ticket from front end. They should not go to admin for that. * please give me details how can i do that. * Thanks, Chirag * Plugin Author [julien731](https://wordpress.org/support/users/julien731/) * (@julien731) * [10 years, 2 months ago](https://wordpress.org/support/topic/user-access-problem-1/#post-7240455) * 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. * Thread Starter [neel2010](https://wordpress.org/support/users/neel2010/) * (@neel2010) * [10 years, 2 months ago](https://wordpress.org/support/topic/user-access-problem-1/#post-7240459) * Hi Julien, * You are right and i want same on our website. but not sure why its give me a message sorry you can’t create a ticket. please give me some idea so users/clients can create submit ticket on front-end. * Thanks, Chirag * Plugin Author [julien731](https://wordpress.org/support/users/julien731/) * (@julien731) * [10 years, 2 months ago](https://wordpress.org/support/topic/user-access-problem-1/#post-7240460) * 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. * Thread Starter [neel2010](https://wordpress.org/support/users/neel2010/) * (@neel2010) * [10 years, 2 months ago](https://wordpress.org/support/topic/user-access-problem-1/#post-7240465) * Hi Julien, * You are right then why any user when get register can not submit a ticket for that. you can try yourself by do that. register and try to create a ticket. you will get same message. * Please i want solution for that. * Thanks, * Plugin Author [julien731](https://wordpress.org/support/users/julien731/) * (@julien731) * [10 years, 2 months ago](https://wordpress.org/support/topic/user-access-problem-1/#post-7240475) * 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://wordpress.org/support/topic/dont-get-login-form-and-register-form-on-page?replies=7](https://wordpress.org/support/topic/dont-get-login-form-and-register-form-on-page?replies=7) * Thread Starter [neel2010](https://wordpress.org/support/users/neel2010/) * (@neel2010) * [10 years, 2 months ago](https://wordpress.org/support/topic/user-access-problem-1/#post-7240487) * Hi Julien, * Redirection problem is solved. can you please once register and try to submit ticket and make sure how it give us any message. * Thanks, Chirag * Plugin Author [julien731](https://wordpress.org/support/users/julien731/) * (@julien731) * [10 years, 2 months ago](https://wordpress.org/support/topic/user-access-problem-1/#post-7240489) * 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. * Thread Starter [neel2010](https://wordpress.org/support/users/neel2010/) * (@neel2010) * [10 years, 2 months ago](https://wordpress.org/support/topic/user-access-problem-1/#post-7240491) * Hi Julien, * How can i change new user to ticket agent and give them to add edit, delete ticket then not sure why still its not showing. * Please check both images which i have attached. Let me know if i have done something wrong. * [http://www.opensource247.com/images/default_role.jpg](http://www.opensource247.com/images/default_role.jpg) [http://www.opensource247.com/images/user_access.jpg](http://www.opensource247.com/images/user_access.jpg) * Thanks, Chirag * Plugin Author [julien731](https://wordpress.org/support/users/julien731/) * (@julien731) * [10 years, 2 months ago](https://wordpress.org/support/topic/user-access-problem-1/#post-7240492) * 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? * Thread Starter [neel2010](https://wordpress.org/support/users/neel2010/) * (@neel2010) * [10 years, 2 months ago](https://wordpress.org/support/topic/user-access-problem-1/#post-7240493) * No i think i have to install User Role Editor plugin for that. suppose delete that plugin then everything will work fine ? * Plugin Author [julien731](https://wordpress.org/support/users/julien731/) * (@julien731) * [10 years, 2 months ago](https://wordpress.org/support/topic/user-access-problem-1/#post-7240500) * 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. * Thread Starter [neel2010](https://wordpress.org/support/users/neel2010/) * (@neel2010) * [10 years, 2 months ago](https://wordpress.org/support/topic/user-access-problem-1/#post-7240502) * Hi Julien, * Finally i got solution from Support. Different types of questions give me answers 🙂 * Thanks, Chirag Viewing 14 replies - 1 through 14 (of 14 total) The topic ‘User Access Problem’ is closed to new replies. * ![](https://ps.w.org/awesome-support/assets/icon-256x256.png?rev=1849681) * [Awesome Support - WordPress HelpDesk & Support Plugin](https://wordpress.org/plugins/awesome-support/) * [Frequently Asked Questions](https://wordpress.org/plugins/awesome-support/#faq) * [Support Threads](https://wordpress.org/support/plugin/awesome-support/) * [Active Topics](https://wordpress.org/support/plugin/awesome-support/active/) * [Unresolved Topics](https://wordpress.org/support/plugin/awesome-support/unresolved/) * [Reviews](https://wordpress.org/support/plugin/awesome-support/reviews/) * 14 replies * 2 participants * Last reply from: [neel2010](https://wordpress.org/support/users/neel2010/) * Last activity: [10 years, 2 months ago](https://wordpress.org/support/topic/user-access-problem-1/#post-7240502) * Status: resolved