How to let customers submit tickets without giving them logins

Ask a small team where customer bugs come from and you'll hear the same list: email, a WhatsApp group, a shared Slack channel, someone's DMs, and occasionally a phone call to the founder. Each one is a place a problem can be dropped, and none of them is your tracker.

Why scattered intake costs more than it looks

• Things genuinely get lost. Not often — just often enough that a customer eventually says "I reported this weeks ago."
• You can't see patterns. Five people reporting the same thing across five channels looks like five unrelated annoyances.
• Reports arrive incomplete. "It's broken" starts a round trip that a form with three fields would have prevented.
• One person becomes the bottleneck — whoever owns the inbox.

The seat problem

The obvious fix is "give customers access to the tracker", and it's usually the wrong one. Per-seat pricing makes it expensive, most tools show far more than an outsider should see, and — decisively — customers will not create an account to report your bug. They'll email you instead, and you're back where you started.

What you want is a public form: one link, no account, no seat, and no visibility into anything but the form itself.

What a good request form asks for

Fewer fields, better answers. Four is usually enough:

• What do you need? — a one-line summary.
• Tell us more — what happened, what they expected.
• Name and email, so you can follow up.

Resist adding a priority dropdown for customers. Everything will be urgent, which tells you nothing. Priority is a decision you make during triage, with context they don't have.

Triage: the step people skip

Requests shouldn't land straight on your board — most reports aren't tickets yet. Some are duplicates, some are questions, some are feature requests dressed as bugs. A queue between intake and your board lets you read, decide, and convert only what's real. The rest gets closed with a reply, which is a perfectly good outcome.

Setting this up in VectorKan

Each project can publish a public request form. Turn it on under the project's Requests tab and you get a link like vectorkan.com/request/your-project-id to share by email, from your website, or inside your product.

Submissions land in a triage queue with the reporter's details attached. One click converts a request into a tracked ticket, carrying their words and contact details onto the issue so context isn't lost. The person reporting never needs an account, and never counts as a seat.

If you'd rather use your own form, the same thing is available through the API — post to the issues endpoint from your existing support page and skip the hosted form entirely.

What changes

The realistic win isn't that you get more reports. It's that the reports you already get arrive in one place, structured, with a name attached — and that "did anyone look at this?" stops being a question anyone has to ask.