Need support setting up JSM for clients to raise tickets via email and webportal

[Alex E]

I’m trying to set up Jira Service Management so clients can log tickets via email and the customer portal, but I’m getting lost with all the info online. Is there a clear step-by-step guide for configuring JSM so clients can submit requests and our small IT team (2 agents on the free plan) can track statuses like pending and resolved? Any tips or a simplified setup process would be greatly appreciated.

[Kai Becker]

Hi @Alex E 

in addition to @sai chinamuthevi answer I would recommend that you check out the university. There are several trainings (also short ones) that get you started with the topics quickly.

I would recommend that you start with Get started quickly with Jira Service Management

This should give you all the relevant information.

[sai chinamuthevi]

when ever you create a Service project in jira it automatically creates a portal for end users. you need to configure request types, so that end users can actually see what services you are providing under this service project through portal. This is for users raising issues through portal. for internally tracking create queues based on status, resolve etc so that you can easily track.

For Allowing ticket creation via email follow below steps

Steps:

1)Go to Project settings → Email requests

2)JSM gives you one of two options:

• Use the default Jira email address, OR
• Connect your own mailbox (Gmail/Microsoft)

Once enabled:

• Any email sent to that mailbox becomes a ticket
• The customer is automatically added as a “portal customer”
• Their replies update the ticket

This is often the easiest way for clients to start using JSM.

This is the actual process for your requirement. But if you need step by step guide like how to create project, how to create request types and queues you can easily get the guidence from atlassian articles as well as ChatGPT.

[Alex E]

Thanks Sai,  Is there any step by step process. I tried ChatGPT with not much luck. Unless, Im using a different version or doing something wrong. How do you go about this? "you need to configure request types, so that end users can actually see what services you are providing under this service project through portal. This is for users raising issues through portal. for internally tracking create queues based on status, resolve etc so that you can easily track."

[sai chinamuthevi]

To Create Request types follow below steps

 Configure Request Types (What Customers See in the Portal)

Request types are what customers interact with.

How to configure:

1. Go to your project

2. Project settings → Request types

3. Add or edit request types you need, e.g.:

   • Get IT help

   • Report a problem

   • Password reset

   • New hardware request

You can:

• Change the name customers see

• Add fields (summary, description, attachments, etc.)

• Add help text

• Group them into categories in the portal

To create Queues follow below steps

To help your 2-person IT team stay organized, create queues such as:

Default useful queues:

• All open requests
  statusCategory != Done

• Waiting for support
  status in ("Open", "In Progress")

• Waiting for customer
  status = "Waiting for customer"

• Recently resolved
  statusCategory = Done ORDER BY updated DESC

Steps:

1. Go to Queues

2. Click Create queue

3. Use JQL or the builder to define which tickets appear

Queues are internal only — customers never see them.

All these instructions are from ChatGPT only.