This issue occurs when customers are restricted from submitting tickets due to Freshservice settings. Here are some steps to troubleshoot and resolve it:

1. Check the Requester’s Status

• Navigate to Admin > Users and search for the affected requester.
• Ensure they are marked as Active and not Disabled or Blocked.
• If they are blocked, unblock them by clicking Edit > Enable Requester.

2. Check Portal Access Settings

• Go to Admin > Support Channels > Portal Settings.
• Under Who can submit tickets?, check if the setting is Restricted (e.g., only users with specific email domains can submit tickets).
• If needed, change it to allow Anyone with an account or Anyone from allowed domains.

3. Verify Group Restrictions

• Some organizations restrict ticket creation to specific groups.
• Go to Admin > Groups and ensure that the requester belongs to a group that can create tickets.

4. Check Spam or Abuse Protection

• Freshservice has built-in spam protection that can mistakenly flag users.
• Go to Admin > Security Settings and check if any settings are blocking certain domains or IPs.