Client communication through Jira Service Desk

[patrycja]

We are letting our clients through the customer portal where they can report issues to us. However sometimes we need to reach out to the client and somehow keep the track of it in Jira. How to use Jira for it? Is there any efficient way to do this? The only reasonable we came up with is to create ticket, assign to ourselves and make automation to notify external email (client) about the ticket but then communication would be little difficult if they want to reply back etc. How this could be addressed other way?

[Alex Koxaras -Relational-]

Hi @patrycja 

First of all you have to educate your clients/customer in using the JSM for supporting. If a client wants to send you an email, he/she can do that by sending an email to the specific email handler created in every JSM project. In that way, the agent can communicate via Jira and the client can reply to that email and will be as he/she is replying via service desk.

If your company wants you to accept your client's request via your personal email, then you can create yourselves a ticket, place your customer as the reporter and hold the conversation from there. Like previously, the customer can reply to the email he/she will receives and you can use Jira.

Let me know if that was what you wanted.