Anonymous option when logging tickets

[Andrew Parsons]

Hi all - first time poster - Apologies but I did look for this in the forums but couldn't find anything similar.

We have a simple Request form on our customer portal allowing customers to submit feedback / improvements. Obviously by the nature of how the capture / BPM works, it captures the customers name.

Is it possible to have an anonymous option? I've tried adding something to the capture for the to specify whether this should be anonymous or not, and then a step in the BPM that checks for this and removes  the contact information. However, the original person is still captured in the Timeline as having created the request.

[Andrew Parsons]

Any suggestions on this?

[Steve Giller]

No suggestions, I'm afraid. You can raise a Request and remove the Customer, but as far as I'm aware the Timeline will always record who performed the actions.

There would be some fairly complicated ways to achieve this via an external form accessing the API, or routing via an email to "Anonymous Feedback" which then emails Hornbill with the information and the Auto Responder raises it against a dummy "Anonymous Feedback" User, but I don't think either of these could be done as part of the Customer Portal.