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

Question

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 · Answer

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 · Answer

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:

Go to your project

Project settings → Request types

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 requestsstatusCategory != Done

Waiting for supportstatus in ("Open", "In Progress")

Waiting for customerstatus = "Waiting for customer"

Recently resolvedstatusCategory = Done ORDER BY updated DESC

Steps:

Go to Queues

Click Create queue

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.

Alex E_2e0daa · Answer

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."