Currently, the Help Center experience needs users to be logged in. This feels very counter-intuitive in external support Servicedesk world. We miss opportunity to help customers search our knowledge sources, provide them valuable links to the documentation and other information.
Let customers browse portals without an account (login-free portal) in similar fashion to JSM Cloud's functionality.
With a login-free portal, anonymous customers should be able to:
- Use search: discover the portal and its help articles via search engines.
- Raise a request: Fill out a request form and provide an email address to track the request.
- Receive & respond to email notifications: The rest of the process works like email support: they get a confirmation email from your service desk, can correspond with agents over email, and get updates on the request status.
- Create an account: They can still finish creating an account in the portal to track the request, but it's not necessary.