A common surprise: you log in as an Editor to test the ticket form and instead of the form you see "Your account cannot submit support tickets."
Who can open tickets
HelpDesk WP gives the permission to submit tickets to these roles only:
- Subscriber
- Customer (the WooCommerce customer role)
- Support Agent
- Administrator
Any other logged-in role, for example Editor, Author, Contributor or Shop manager, sees "Your account cannot submit support tickets." instead of the form. A visitor who is not logged in sees "Please log in to use the support desk." unless guest tickets are on.
How to fix it
Choose whichever suits the person:
- For a real customer, change their role to Subscriber (or Customer) under Users. They will lose any editing rights that role gave them, so only do this for accounts that are only customers.
- For a team member who works tickets, make them a Support Agent on Helpdesk > Agents. Support Agents can open tickets as well as answer them. See "Adding Support Agents and the seven permissions".
- For testing, use a separate Subscriber account, or turn on guest tickets. See "Allowing guest tickets".
A developer can also grant the permission to other roles with the filter wphd_can_submit_ticket. See "Developer guide: REST API, hooks and events".
Related
If an administrator or agent sees a permission message when working tickets, see "Fixing 'you do not have permission' for an administrator or agent".
Still stuck? Open a ticket on the support page on ABC and a real person will help.
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