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This access key is not on file


I am experiencing the same symptoms as the user in this closed forum post:

The only way for the ##REQUESTCHECKURL## to work is if the ticket was created via the form instead of via email for that mailbox/portal. We are using secondary portals, with a secondary as primary (that is when this started not working).

Is it just a bug? Something that can be tweaked? I am willing to patch PHP files if needed…


We got this wrapped up with Luke on the phone, but the solution was that in the secondary portal settings the “customer log-in view” setting need to be checked for the mailboxes.