Manuscript is designed to make it easy to receive bug reports, feature requests, and inquiries from external customers. There are three ways you can set this up.
1. Full Service Customers
In this scheme, customers submit inquiries via email, a web form, or the user interface of your software. They do not have access to the Manuscript system itself. Anyone with an account in Manuscript can send them an email message from Manuscript which will be logged with the case. If desired, other than the email messages these customers receive, they do not have any way of determining the status of their cases, because they did not set up an account and password. Otherwise, customers can keep track of their submitted cases via the case ticket they will receive as confirmation. Using this ticket, they can also view the status of all other cases they have submitted.
Typical uses: handling customer service email, handling executives who do not have time to learn about Manuscript and just need a question answered, etc.
Typical uses: clients with whom you work closely who submit more than 1 case a week and are willing to create an account and learn their way around Manuscript.
If your customers only need basic status information on a case, you can set them up with a Community User account, which is free.
3. Project Consulting Clients
This is for situations where you want clients to have full access to Manuscript, but each client’s information is confidential and must be partitioned from other clients. You will want to remove the default “All Normal Users” group from your projects, and configure your own groups with access to their own projects.
Typical uses: consulting firms, web design firms, etc. who work with a limited number of high-contact customers.