We have the same requirement. Access links that don’t require authentication would have been great, but let’s see what options we have left.
- E-Mail: Users can send messages into queue and I assume it’s possible that they get updates to their tickets to the address that they used create it. (I assume this also works if a customer uses a web-form for first contact)
- Force people to create an account (on your system or on an external IDP) before they can create a ticket.
Another option would be to integrate with a persistent chat application like matrix.
It’s whole core is identifying so that would be a complete re-write.
We we need to identify users, we could create accounts based on e-mail addresses but instead of forcing people to set a password, just send a verification e-mail to the known address every time the user wants to log-in.