About Request Types

[Kartikey Bhatia]

How do I add customers to the Jira project so they can track their support requests/issues from start to finish? But I don't want customers to have to sign up or be invited to Jira as that would be a tedious process for customer support. They should be able to be directly added by us and then view the issue status from start to finish

[Dirk Ronsmans]

Hi @Kartikey Bhatia ,

Could you elaborate a bit more on this part of your question:

But I don't want customers to have to sign up or be invited to Jira as that would be a tedious process for customer support. They should be able to be directly added by us

Who exactly is "us"?

The thing is with customers you either add them (who ever has the access) this being customer support or some other department to the project (just any agent).

Or you could have them sign up/be auto created thru an anonymous request (they just enter their email at submission of the ticket) or thru email.

i'm trying to figure out your whole question a bit more cause it's confusing me a bit as to who would need to add the customers..

[Alex Koxaras -Relational-]

Apart from what @Jack Brickey stated, which is correct, you could change the template of you emails, so as to send to your customer the info the need. If e.g. you want the customer to know exactly what is the status of their ticket, you can modify the template to include the status (or other various details).

However, I agree with Jack, that the optimal approach will be the ability of the customer to visit the portal. And this can't happen without creating a new account. 

[Jack Brickey]

You can always set up an email channel inside your JSM project. Communicate the email address with your customers and they can create tickets via that email. Your agents can then communicate with your customers via email. The comments will be added to the issue within the application. However realize the customer will not be able to visit the portal and check on status of their open tickets without logging in.