diff --git a/desk/src/components/CommentBox.vue b/desk/src/components/CommentBox.vue
index ab4e4c556..0864419b0 100644
--- a/desk/src/components/CommentBox.vue
+++ b/desk/src/components/CommentBox.vue
@@ -1,31 +1,39 @@
 <template>
   <div class="flex-col text-base">
-    <div class="mb-0.5 flex items-center justify-between">
-      <div class="text-gray-600">
-        <span class="font-medium text-gray-800">
-          {{ commenter }}
-        </span>
-        <span> added a</span>
-        <span class="max-w-xs truncate font-medium text-gray-800">
-          comment
-        </span>
-        <span class="px-1">&middot;</span>
+    <div class="mb-1 ml-0.5 flex items-center justify-between">
+      <div class="text-gray-600 flex items-center gap-2">
+        <Avatar
+          size="sm"
+          :label="commenter"
+          :image="getUser(commentedBy).user_image"
+        />
+        <p>
+          <span class="font-medium text-gray-800">
+            {{ commenter }}
+          </span>
+          <span> added a</span>
+          <span class="max-w-xs truncate font-medium text-gray-800">
+            comment
+          </span>
+        </p>
+      </div>
+      <div class="flex items-center">
         <Tooltip :text="dateFormat(creation, dateTooltipFormat)">
-          <span class="pl-0.5 text-sm">
+          <span class="pl-0.5 text-sm text-gray-600">
             {{ timeAgo(creation) }}
           </span>
         </Tooltip>
-      </div>
-      <div v-if="authStore.userId === commentedBy" class="px-4">
-        <Dropdown
-          :options="[{ label: 'Delete', onClick: () => (showDialog = true) }]"
-        >
-          <Button
-            icon="more-horizontal"
-            class="text-gray-600"
-            variant="ghost"
-          />
-        </Dropdown>
+        <div v-if="authStore.userId === commentedBy">
+          <Dropdown
+            :options="[{ label: 'Delete', onClick: () => (showDialog = true) }]"
+          >
+            <Button
+              icon="more-horizontal"
+              class="text-gray-600"
+              variant="ghost"
+            />
+          </Dropdown>
+        </div>
       </div>
     </div>
     <div
@@ -52,9 +60,10 @@
 
 <script setup lang="ts">
 import { ref } from "vue";
-import { Dropdown, createResource, Dialog } from "frappe-ui";
+import { Dropdown, createResource, Dialog, Avatar } from "frappe-ui";
 import { dateFormat, timeAgo, dateTooltipFormat, createToast } from "@/utils";
 import { useAuthStore } from "@/stores/auth";
+import { useUserStore } from "@/stores/user";
 
 const authStore = useAuthStore();
 const props = defineProps({
@@ -63,6 +72,7 @@ const props = defineProps({
     required: true,
   },
 });
+const { getUser } = useUserStore();
 
 const { name, creation, content, commenter, commentedBy } = props.activity;
 
diff --git a/desk/src/components/EmailArea.vue b/desk/src/components/EmailArea.vue
index e55cc7d73..b85ef17fc 100644
--- a/desk/src/components/EmailArea.vue
+++ b/desk/src/components/EmailArea.vue
@@ -1,33 +1,33 @@
 <template>
   <div
-    class="grow cursor-pointer rounded-md border-transparent bg-gray-50 text-base leading-6 transition-all duration-300 ease-in-out"
+    class="grow cursor-pointer border-transparent bg-white rounded-md shadow text-base leading-6 transition-all duration-300 ease-in-out"
   >
     <div class="mb-1 flex items-center justify-between gap-2">
-      <!-- comment design for mobile -->
+      <!-- email design for mobile -->
       <div v-if="isMobileView" class="flex items-center gap-2">
-        <UserAvatar :name="sender.name" size="lg" />
         <div class="leading-tight">
-          <span>{{ sender.full_name }}</span>
-          <Tooltip :text="dateFormat(creation, dateTooltipFormat)">
-            <div class="text-xs text-gray-600">
-              {{ timeAgo(creation) }}
-            </div>
-          </Tooltip>
+          <span>{{ sender.full_name || "No name found" }}</span>
+          <span
+            class="sm:flex hidden text-sm text-gray-600"
+            v-if="sender.name"
+            >{{ "<" + sender.name + ">" }}</span
+          >
         </div>
       </div>
-      <!-- comment design for desktop -->
+      <!-- email design for desktop -->
       <div v-else class="flex items-center gap-2">
-        <UserAvatar :name="sender.name" size="md" />
-        <span>{{ sender.full_name }}</span>
-        <span>&middot;</span>
+        <span>{{ sender.full_name || "No name found" }}</span>
+        <span class="sm:flex hidden text-sm text-gray-600" v-if="sender.name">{{
+          "<" + sender.name + ">"
+        }}</span>
+      </div>
+
+      <div class="flex gap-0.5 items-center">
         <Tooltip :text="dateFormat(creation, dateTooltipFormat)">
           <div class="text-sm text-gray-600">
             {{ timeAgo(creation) }}
           </div>
         </Tooltip>
-      </div>
-
-      <div class="flex gap-0.5">
         <Button
           variant="ghost"
           class="text-gray-700"
diff --git a/desk/src/components/TextEditor.vue b/desk/src/components/TextEditor.vue
index 9b5d1b7fd..f69002250 100644
--- a/desk/src/components/TextEditor.vue
+++ b/desk/src/components/TextEditor.vue
@@ -2,6 +2,7 @@
   <div class="rounded p-3 shadow">
     <FTextEditor
       ref="e"
+      :extensions="[PreserveVideoControls]"
       v-bind="$attrs"
       editor-class="prose-f max-h-64 max-w-none overflow-auto my-4 min-h-[5rem]"
       bubble-menu
@@ -57,6 +58,7 @@ import { computed, nextTick, ref } from "vue";
 import { TextEditor as FTextEditor, TextEditorFixedMenu } from "frappe-ui";
 import { useAuthStore } from "@/stores/auth";
 import { UserAvatar } from "@/components";
+import { PreserveVideoControls } from "@/tiptap-extensions";
 
 interface P {
   modelValue: string;
@@ -65,7 +67,7 @@ interface P {
 
 interface E {
   (event: "clear"): void;
-  (event: "update:modelValue"): string;
+  (event: "update:modelValue", any): string;
 }
 
 const props = withDefaults(defineProps<P>(), {
diff --git a/desk/src/components/ticket/TicketAgentActivities.vue b/desk/src/components/ticket/TicketAgentActivities.vue
index a0e31d508..332a74a60 100644
--- a/desk/src/components/ticket/TicketAgentActivities.vue
+++ b/desk/src/components/ticket/TicketAgentActivities.vue
@@ -12,21 +12,24 @@
             :class="[i != activities.length - 1 ? 'after:h-full' : 'after:h-4']"
           >
             <div
-              class="z-10 flex h-7 w-7 items-center justify-center rounded-full bg-gray-100"
+              class="z-10 flex h-7 w-7 items-center justify-center rounded-full bg-white"
               :class="[
-                activity.type === 'history' ? 'bg-white' : 'bg-gray-100',
                 activity.type === 'comment' ? 'mt-0.5' : '',
                 activity.type === 'email' ? 'mt-2' : '',
               ]"
             >
-              <component
-                :is="getActivityIcon(activity.type)"
-                :class="[
-                  activity.type == 'history'
-                    ? 'text-gray-600'
-                    : 'text-gray-800',
-                ]"
+              <Avatar
+                v-if="activity.type === 'email'"
+                size="md"
+                :label="activity.sender?.full_name"
+                :image="getUser(activity.sender?.name).user_image"
+                class="bg-white"
               />
+              <CommentIcon
+                v-else-if="activity.type === 'comment'"
+                class="text-gray-800"
+              />
+              <DotIcon v-else class="text-gray-600" />
             </div>
           </div>
           <div class="mb-4 w-full">
@@ -67,6 +70,7 @@
 </template>
 
 <script setup lang="ts">
+import { Ref, inject, h, computed, onMounted, watch } from "vue";
 import { useElementVisibility } from "@vueuse/core";
 import {
   DotIcon,
@@ -76,10 +80,8 @@ import {
   ActivityIcon,
 } from "@/components/icons";
 import { EmailArea, CommentBox, HistoryBox } from "@/components";
-import { Ref } from "vue";
-import { inject } from "vue";
-import { computed } from "vue";
-import { h } from "vue";
+import { useUserStore } from "@/stores/user";
+import { Avatar } from "frappe-ui";
 
 const props = defineProps({
   activities: {
@@ -94,6 +96,7 @@ const props = defineProps({
 
 const emit = defineEmits(["email:reply", "update"]);
 
+const { getUser } = useUserStore();
 const communicationAreaRef: Ref = inject("communicationArea");
 
 const emptyText = computed(() => {
@@ -116,12 +119,6 @@ const emptyTextIcon = computed(() => {
   return h(icon, { class: "text-gray-500" });
 });
 
-function getActivityIcon(type) {
-  if (type === "email") return EmailAtIcon;
-  else if (type === "comment") return CommentIcon;
-  else return DotIcon;
-}
-
 function scrollToLatestActivity() {
   setTimeout(() => {
     let el;
@@ -137,4 +134,15 @@ function scrollToLatestActivity() {
 defineExpose({
   scrollToLatestActivity,
 });
+
+onMounted(() => {
+  scrollToLatestActivity();
+});
+
+watch(
+  () => props.title,
+  () => {
+    scrollToLatestActivity();
+  }
+);
 </script>
diff --git a/desk/src/components/ticket/TicketAgentContact.vue b/desk/src/components/ticket/TicketAgentContact.vue
index 855d47d44..859c2fee3 100644
--- a/desk/src/components/ticket/TicketAgentContact.vue
+++ b/desk/src/components/ticket/TicketAgentContact.vue
@@ -1,7 +1,7 @@
 <template>
   <div class="flex items-center justify-start gap-5 border-b p-5">
     <Avatar size="3xl" :image="contact.image" :label="contact.name" />
-    <div class="flex items-center justify-between">
+    <div class="flex items-center justify-between flex-1">
       <Tooltip :text="contact.name">
         <div class="w-[242px] truncate text-2xl font-medium">
           {{ contact.name }}
diff --git a/desk/src/pages/KnowledgeBaseArticle.vue b/desk/src/pages/KnowledgeBaseArticle.vue
index 6581796d7..4165cc881 100644
--- a/desk/src/pages/KnowledgeBaseArticle.vue
+++ b/desk/src/pages/KnowledgeBaseArticle.vue
@@ -1,10 +1,10 @@
 <template>
   <div class="flex h-full flex-col overflow-hidden">
-    <PageTitle>
-      <template #title>
+    <LayoutHeader>
+      <template #left-header>
         <Breadcrumbs :items="breadcrumbs" />
       </template>
-      <template #right v-if="!route.meta.public">
+      <template #right-header v-if="!isCustomerPortal">
         <component
           :is="actionsComponent"
           :status="article.data?.status"
@@ -17,9 +17,9 @@
           @toggle-status="toggleStatus"
         />
       </template>
-    </PageTitle>
-    <div class="overflow-auto">
-      <div class="mx-5 my-12">
+    </LayoutHeader>
+    <div class="overflow-auto mx-auto w-full max-w-4xl px-5">
+      <div class="py-6">
         <TextEditor
           :content="textEditorContentWithIDs"
           :editable="editMode"
@@ -56,12 +56,14 @@
         <RouterLink
           v-if="route.meta.public"
           :to="{ name: CUSTOMER_PORTAL_NEW_TICKET }"
+          class=""
         >
           <Button
             label="Still need help? Create a ticket"
             size="md"
             theme="gray"
             variant="solid"
+            class="mt-5"
           >
             <template #suffix> &rightarrow; </template>
           </Button>
@@ -92,15 +94,14 @@ import {
 import { createToast } from "@/utils";
 import { useAuthStore } from "@/stores/auth";
 import { useError } from "@/composables/error";
-
-import { PageTitle } from "@/components";
+import { LayoutHeader } from "@/components";
 import KnowledgeBaseArticleActionsEdit from "./knowledge-base/KnowledgeBaseArticleActionsEdit.vue";
 import KnowledgeBaseArticleActionsNew from "./knowledge-base/KnowledgeBaseArticleActionsNew.vue";
 import KnowledgeBaseArticleActionsView from "./knowledge-base/KnowledgeBaseArticleActionsView.vue";
 import KnowledgeBaseArticleTopEdit from "./knowledge-base/KnowledgeBaseArticleTopEdit.vue";
 import KnowledgeBaseArticleTopNew from "./knowledge-base/KnowledgeBaseArticleTopNew.vue";
 import KnowledgeBaseArticleTopView from "./knowledge-base/KnowledgeBaseArticleTopView.vue";
-import { Extension } from "@tiptap/core";
+import { PreserveIds } from "@/tiptap-extensions";
 
 const props = defineProps({
   articleId: {
@@ -388,30 +389,6 @@ const textEditorMenuButtons = [
   ],
 ];
 
-// extension to preserve ids in html of headings
-const PreserveIds: Extension = Extension.create({
-  name: "preserveIds",
-  addGlobalAttributes() {
-    return [
-      {
-        types: ["heading"],
-        attributes: {
-          id: {
-            default: null,
-            parseHTML: (element) => element.getAttribute("id"),
-            renderHTML: (attributes) => {
-              if (!attributes.id) {
-                return {};
-              }
-              return { id: attributes.id };
-            },
-          },
-        },
-      },
-    ];
-  },
-});
-
 const textEditorContentWithIDs = computed(() =>
   article.data?.content ? addLinksToHeadings(article.data?.content) : null
 );
diff --git a/desk/src/pages/TicketCustomer.vue b/desk/src/pages/TicketCustomer.vue
index fb4e7aca7..35d14f305 100644
--- a/desk/src/pages/TicketCustomer.vue
+++ b/desk/src/pages/TicketCustomer.vue
@@ -164,10 +164,9 @@ const showResolveButton = computed(() =>
   ["Open", "Replied"].includes(ticket.data.status)
 );
 
-const showEditor = computed(() =>
-  ["Open", "Replied", "Resolved"].includes(ticket.data.status)
-);
+const showEditor = computed(() => ticket.data.status !== "Closed");
 
+// this handles whether the ticket was raised and then was closed without any reply from the agent.
 const showFeedback = computed(() => {
   return ticket.data?.communications?.some((c) => {
     if (c.sender !== ticket.data.raised_by) {
diff --git a/desk/src/pages/TicketNew.vue b/desk/src/pages/TicketNew.vue
index 8f2c4a650..a8c11d8f5 100644
--- a/desk/src/pages/TicketNew.vue
+++ b/desk/src/pages/TicketNew.vue
@@ -7,7 +7,7 @@
     </LayoutHeader>
     <!-- Container -->
     <div
-      class="max-w-screen-lg flex flex-col gap-5 m-5 w-full h-full flex-1 self-center"
+      class="flex flex-col gap-5 py-6 h-full flex-1 self-center overflow-auto mx-auto w-full max-w-4xl px-5"
     >
       <!-- custom fields descriptions -->
       <div v-if="Boolean(template.data?.about)" class="">
@@ -27,7 +27,7 @@
         />
       </div>
       <!-- existing fields -->
-      <div class="flex flex-col flex-1" :class="subject.length >= 2 && 'gap-5'">
+      <div class="flex flex-col" :class="subject.length >= 2 && 'gap-5'">
         <FormControl
           v-model="subject"
           type="text"
diff --git a/desk/src/pages/ticket/TicketCommunication.vue b/desk/src/pages/ticket/TicketCommunication.vue
index 61b26de94..430308aac 100644
--- a/desk/src/pages/ticket/TicketCommunication.vue
+++ b/desk/src/pages/ticket/TicketCommunication.vue
@@ -54,7 +54,12 @@ withDefaults(defineProps<P>(), {
 
 function sanitize(html: string) {
   return sanitizeHtml(html, {
-    allowedTags: sanitizeHtml.defaults.allowedTags.concat(["img"]),
+    allowedTags: sanitizeHtml.defaults.allowedTags.concat(["img", "video"]),
+    allowedAttributes: {
+      a: ["href"],
+      video: ["src", "controls"],
+      img: ["src"],
+    },
   });
 }
 </script>
diff --git a/desk/src/pages/ticket/TicketTextEditor.vue b/desk/src/pages/ticket/TicketTextEditor.vue
index 06966e0c4..e1e1b4a97 100644
--- a/desk/src/pages/ticket/TicketTextEditor.vue
+++ b/desk/src/pages/ticket/TicketTextEditor.vue
@@ -75,6 +75,7 @@
 </template>
 
 <script setup lang="ts">
+import { computed, ref } from "vue";
 import { FileUploader } from "frappe-ui";
 import { Icon } from "@iconify/vue";
 import { useAuthStore } from "@/stores/auth";
@@ -84,7 +85,6 @@ import {
   UserAvatar,
 } from "@/components";
 import { File } from "@/types";
-import { computed, ref } from "vue";
 
 interface P {
   content: string;
diff --git a/desk/src/stores/ticketStatus.ts b/desk/src/stores/ticketStatus.ts
index b99ce11ec..4b1ea52e2 100644
--- a/desk/src/stores/ticketStatus.ts
+++ b/desk/src/stores/ticketStatus.ts
@@ -16,11 +16,11 @@ export const useTicketStatusStore = defineStore("ticketStatus", () => {
     Closed: "gray",
   };
   const textColorMap = {
-    Open: "text-red-600",
-    Replied: "text-blue-600",
-    "Awaiting Response": "text-blue-600",
-    Resolved: "text-green-700",
-    Closed: "text-gray-700",
+    Open: "!text-red-600",
+    Replied: "!text-blue-600",
+    "Awaiting Response": "!text-blue-600",
+    Resolved: "!text-green-700",
+    Closed: "!text-gray-700",
   };
   const stateActive = ["Open", "Replied"];
   const stateInactive = ["Resolved", "Closed"];
diff --git a/desk/src/tiptap-extensions.ts b/desk/src/tiptap-extensions.ts
new file mode 100644
index 000000000..929848471
--- /dev/null
+++ b/desk/src/tiptap-extensions.ts
@@ -0,0 +1,44 @@
+import { Extension } from "@tiptap/core";
+
+export const PreserveVideoControls: Extension = Extension.create({
+  name: "preserveVideoControls",
+  addGlobalAttributes() {
+    return [
+      {
+        types: ["video"],
+        attributes: {
+          controls: {
+            default: true,
+            parseHTML: (element) => element.getAttribute("controls"),
+            renderHTML: () => {
+              return { controls: true };
+            },
+          },
+        },
+      },
+    ];
+  },
+});
+
+export const PreserveIds: Extension = Extension.create({
+  name: "preserveIds",
+  addGlobalAttributes() {
+    return [
+      {
+        types: ["heading"],
+        attributes: {
+          id: {
+            default: null,
+            parseHTML: (element) => element.getAttribute("id"),
+            renderHTML: (attributes) => {
+              if (!attributes.id) {
+                return {};
+              }
+              return { id: attributes.id };
+            },
+          },
+        },
+      },
+    ];
+  },
+});
diff --git a/frappe-ui b/frappe-ui
index 9f927012a..3b413c7ed 160000
--- a/frappe-ui
+++ b/frappe-ui
@@ -1 +1 @@
-Subproject commit 9f927012a3ef54e934fa01bea07b57f8ec06617c
+Subproject commit 3b413c7ed6509bdeb0599728ee2cccd0ab040ac9
diff --git a/helpdesk/api/doc.py b/helpdesk/api/doc.py
index 9369dd91c..06007ee28 100644
--- a/helpdesk/api/doc.py
+++ b/helpdesk/api/doc.py
@@ -68,23 +68,28 @@ def get_filterable_fields(doctype: str, show_customer_portal_fields=False):
     )
 
     # for customer portal show only fields present in customer_portal_fields
-
     if show_customer_portal_fields:
         from_doc_fields = from_doc_fields.where(
             QBDocField.fieldname.isin(customer_portal_fields)
         )
-        from_custom_fields = from_custom_fields.where(
-            QBCustomField.fieldname.isin(visible_custom_fields)
-        )
+        if len(visible_custom_fields) > 0:
+            from_custom_fields = from_custom_fields.where(
+                QBCustomField.fieldname.isin(visible_custom_fields)
+            )
+            from_custom_fields = from_custom_fields.run(as_dict=True)
+        else:
+            from_custom_fields = []
 
-    from_doc_fields = from_doc_fields.run(as_dict=True)
-    from_custom_fields = from_custom_fields.run(as_dict=True)
+    if not show_customer_portal_fields:
+        from_custom_fields = from_custom_fields.run(as_dict=True)
 
+    from_doc_fields = from_doc_fields.run(as_dict=True)
     # from hd ticket template get children with fieldname and hidden_from_customer
 
     res = []
     res.extend(from_doc_fields)
     # TODO: Ritvik => till a better way we have for custom fields, just show custom fields
+
     res.extend(from_custom_fields)
     if not show_customer_portal_fields:
         res.append(
diff --git a/helpdesk/helpdesk/doctype/hd_service_level_agreement/utils.py b/helpdesk/helpdesk/doctype/hd_service_level_agreement/utils.py
index e67558e80..7eaf9c314 100644
--- a/helpdesk/helpdesk/doctype/hd_service_level_agreement/utils.py
+++ b/helpdesk/helpdesk/doctype/hd_service_level_agreement/utils.py
@@ -4,7 +4,7 @@
 from frappe.utils import now_datetime
 from pypika import Criterion
 
-from helpdesk.utils import check_permissions, get_context
+from helpdesk.utils import get_context
 
 DOCTYPE = "HD Service Level Agreement"
 
@@ -16,7 +16,6 @@ def get_sla(ticket: Document) -> Document:
     :param doc: Ticket to use
     :return: Applicable SLA
     """
-    check_permissions(DOCTYPE, None)
     QBSla = frappe.qb.DocType(DOCTYPE)
     QBPriority = frappe.qb.DocType("HD Service Level Priority")
     now = now_datetime()
diff --git a/helpdesk/helpdesk/doctype/hd_settings/hd_settings.json b/helpdesk/helpdesk/doctype/hd_settings/hd_settings.json
index 23bf05e0e..a01dbb9c4 100644
--- a/helpdesk/helpdesk/doctype/hd_settings/hd_settings.json
+++ b/helpdesk/helpdesk/doctype/hd_settings/hd_settings.json
@@ -12,10 +12,6 @@
   "priority_section",
   "default_priority",
   "column_break_nvbf",
-  "ticket_type_section",
-  "default_ticket_type",
-  "is_ticket_type_mandatory",
-  "column_break_zxek",
   "agent_groups_section",
   "restrict_tickets_by_agent_group",
   "do_not_restrict_tickets_without_an_agent_group",
@@ -25,6 +21,13 @@
   "knowledge_base_section",
   "suggest_articles_in_new_ticket_page",
   "prefer_knowledge_base",
+  "ticket_tab",
+  "ticket_type_section",
+  "default_ticket_type",
+  "is_ticket_type_mandatory",
+  "column_break_zxek",
+  "ticket_restrictions_section",
+  "allow_anyone_to_create_tickets",
   "workflow_tab",
   "skip_email_workflow",
   "instantly_send_email",
@@ -274,11 +277,28 @@
    "fieldname": "headings_weight",
    "fieldtype": "Int",
    "label": "Headings Weight"
+  },
+  {
+   "fieldname": "ticket_tab",
+   "fieldtype": "Tab Break",
+   "label": "Ticket"
+  },
+  {
+   "fieldname": "ticket_restrictions_section",
+   "fieldtype": "Section Break",
+   "label": "Ticket Restrictions"
+  },
+  {
+   "default": "0",
+   "description": "If enabled, anyone will be able to create tickets (without any permission). \nUseful in cases where you wants users to create tickets via webforms or some external APIs without authentication.",
+   "fieldname": "allow_anyone_to_create_tickets",
+   "fieldtype": "Check",
+   "label": "Allow anyone to create tickets"
   }
  ],
  "issingle": 1,
  "links": [],
- "modified": "2024-09-18 00:47:04.055942",
+ "modified": "2024-10-22 02:14:33.360809",
  "modified_by": "Administrator",
  "module": "Helpdesk",
  "name": "HD Settings",
diff --git a/helpdesk/helpdesk/doctype/hd_settings/hd_settings.py b/helpdesk/helpdesk/doctype/hd_settings/hd_settings.py
index eda948b81..144bb6eb2 100644
--- a/helpdesk/helpdesk/doctype/hd_settings/hd_settings.py
+++ b/helpdesk/helpdesk/doctype/hd_settings/hd_settings.py
@@ -9,6 +9,11 @@
 from frappe.model.naming import append_number_if_name_exists
 from frappe.realtime import get_website_room
 
+from helpdesk.helpdesk.doctype.hd_ticket.hd_ticket import (
+    remove_guest_ticket_creation_permission,
+    set_guest_ticket_creation_permission,
+)
+
 
 class HDSettings(Document):
     def get_base_support_rotation(self):
@@ -49,12 +54,21 @@ def create_base_support_rotation(self):
 
         return
 
+    def before_save(self):
+        self.update_ticket_permissions()
+
     def on_update(self):
         event = "helpdesk:settings-updated"
         room = get_website_room()
 
         frappe.publish_realtime(event, room=room, after_commit=True)
 
+    def update_ticket_permissions(self):
+        if self.allow_anyone_to_create_tickets:
+            set_guest_ticket_creation_permission()
+        if not self.allow_anyone_to_create_tickets:
+            remove_guest_ticket_creation_permission()
+
     @property
     def hd_search(self):
         from helpdesk.api.article import search
diff --git a/helpdesk/helpdesk/doctype/hd_ticket/hd_ticket.json b/helpdesk/helpdesk/doctype/hd_ticket/hd_ticket.json
index 204c7b794..3fa5e101c 100644
--- a/helpdesk/helpdesk/doctype/hd_ticket/hd_ticket.json
+++ b/helpdesk/helpdesk/doctype/hd_ticket/hd_ticket.json
@@ -410,7 +410,7 @@
  "icon": "fa fa-issue",
  "idx": 61,
  "links": [],
- "modified": "2023-11-23 13:44:59.105648",
+ "modified": "2024-10-22 01:28:37.126589",
  "modified_by": "Administrator",
  "module": "Helpdesk",
  "name": "HD Ticket",
diff --git a/helpdesk/helpdesk/doctype/hd_ticket/hd_ticket.py b/helpdesk/helpdesk/doctype/hd_ticket/hd_ticket.py
index c01797dc3..da3acb747 100644
--- a/helpdesk/helpdesk/doctype/hd_ticket/hd_ticket.py
+++ b/helpdesk/helpdesk/doctype/hd_ticket/hd_ticket.py
@@ -5,10 +5,12 @@
 
 import frappe
 from frappe import _
+from frappe.core.page.permission_manager.permission_manager import remove
 from frappe.desk.form.assign_to import add as assign
 from frappe.desk.form.assign_to import clear as clear_all_assignments
 from frappe.desk.form.assign_to import get as get_assignees
 from frappe.model.document import Document
+from frappe.permissions import add_permission, update_permission_property
 from frappe.query_builder import Order
 from pypika.functions import Count
 from pypika.queries import Query
@@ -189,6 +191,9 @@ def after_insert(self):
         log_ticket_activity(self.name, "created this ticket")
         capture_event("ticket_created")
         publish_event("helpdesk:new-ticket", {"name": self.name})
+        # create communication if we are not hitting the new ticket creation API
+        if not self.via_customer_portal:
+            self.create_communication_via_contact(self.description)
 
     def on_update(self):
         # flake8: noqa
@@ -208,14 +213,14 @@ def on_update(self):
         self.publish_update()
         self.update_search_index()
 
-    def notify_agent(self, agent, notiification_type="Assignment"):
+    def notify_agent(self, agent, notification_type="Assignment"):
         frappe.get_doc(
             frappe._dict(
                 doctype="HD Notification",
                 user_from=frappe.session.user,
                 reference_ticket=self.name,
                 user_to=agent,
-                notification_type=notiification_type,
+                notification_type=notification_type,
             )
         ).insert(ignore_permissions=True)
 
@@ -336,6 +341,10 @@ def remove_assignment_if_not_in_team(self):
         Removes the assignment if the agent is not in the team.
         Should be called inside on_update
         """
+        if self.is_new():
+            return
+        if not self.agent_group or (hasattr(self, "_assign") and not self._assign):
+            return
         if self.has_value_changed("agent_group") and self.status == "Open":
             current_assigned_agent_doc = self.get_assigned_agent()
             if (
@@ -909,7 +918,27 @@ def permission_query(user):
         user=frappe.db.escape(user)
     )
     for c in customer:
-        res += ' OR `tabHD Ticket`.customer="{customer}"'.format(
+        res += " OR `tabHD Ticket`.customer={customer}".format(
             customer=frappe.db.escape(c)
         )
     return res
+
+
+def set_guest_ticket_creation_permission():
+    doctype = "HD Ticket"
+    add_permission(doctype, "Guest", 0)
+
+    role = "Guest"
+    permlevel = 0
+    ptype = ["read", "write", "create", "if_owner"]
+
+    for p in ptype:
+        # update permissions
+        update_permission_property(doctype, role, permlevel, p, 1)
+
+
+def remove_guest_ticket_creation_permission():
+    doctype = "HD Ticket"
+    role = "Guest"
+    permlevel = 0
+    remove(doctype, role, permlevel, 1)