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Blocking submissions from unknown users

Good Morning Guys,

So we're currently trying out freshservice as a possible ITSM/MSP solution, and so far all looks pretty good.

The only problem I'm having at the moment is not being able to stop unknown user's from submitting tickets/user's able to submit tickets on behalf of other users.

Currently if a user/requester logs into their portal, they can edit the name of the requester to anything they want, which then automatically pings off an account activation to the email address supplied (if valid).

Is there any way to limit this field so that it will only accept verified users? Or better yet hide the field entirely so that people can only submit tickets as themselves?

I've got it set up so that only registered users can log into the portal, but this doesn't stop them from then being able to edit the aforementioned field, as once the ticket is submitted with a non-registered user's email, the user can then register themselves. And we don't want to block sending of the account creation email so that when we create bona fide users they get the email automatically.

Thanks in advance for any advice!

Hi Dan,

Thank you for reaching out.

This can be done, you can allow only a specific email domain to be allowed to raise a ticket.

Please find the screenshots below.

Screenshot1 : 

User enters his official email domain, he is allowed to raise ticket


Screenshot2 : 

User enters his gmail id, he is not allowed to raise ticket


If this meets you requirement, this can be implemented using custom app on end user side which is supported in our Garden and Estate plans.

Hope this helps, feel free to write back for further support.



Freshservice support


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