Add contacts to a ticket

[Arosh Wijepala]

I would like to know how to add contacts to a ticket so that we can communicate with those contacts via ticket emails. Is there an additional charge for this? Thank you.

[Olga Videc · Accepted solution]

Hello @Arosh Wijepala 

What you need are Service Desk Customers

Users who create requests through the customer portal or by email. Customers can't log in to Jira applications and don't have access to the service desk project view used by administrators and agents. Customers can:

• Create, comment on, and track requests through the customer portal
• Create and comment on requests via email
• Add comments and attachment to requests
• Add other participants to their own requests

To manually invite customers:

1. In your service desk project, select Customers and then select Invite customers. 
2. Enter your customer's email address or invite multiple customers. Your customers will receive their new account details by email and will be added to the Service Desk Customer project role. 

If your administrators have already enabled public signup you can open up your service desk project to allow new customers to create accounts on the customer portal or send requests by email, which creates an account for them automatically. To open up your service desk: 

1. In your service desk project, go to Project settings > Request security. 
2. Select "Anyone can sign up for a customer account" and select Save.

After you added customers to your Service Desk, you can add them as request participants, there is no extra charge for that and they don't consume licenses, you can have as many customers you like.

Detail documetnation

https://confluence.atlassian.com/servicedeskserver032/setting-up-service-desk-users-828800658.html#

BR, Olga