Start a Jira servicedesk project without setting up the customers

[Lars Altus]

I am looking at the possibility of setting up Jira Service desk for a sales support team by using the customer service template. Until now almost all questions/requests are submitted to the sales support team using email.  As my customer has a broad range of contacting customers and they want to reduce the administration for themselves and let their customers continue e-mail their issues they want to setup Jira without defining the customers and administrating the customer login accounts. 

The customers that sends the requests are identifiable by the sales support agent and as they want to follow up the number of issues/types of issues/requested by etc. they want to assign a customer to the request before closing it.

Anyone who has experience in such a setup in Jira and if it is recommended or not? Pros and cons etc.? Successfactors etc.

[Jack Brickey · Accepted solution]

If you want the customer to be associated to the ticket as the Reporter they must be defined as a “Customer” within JSD. You could create a custom text field and have the agen simply type in the sales person’s name. The question is how does the ticket get opened? The sales person would not be allowed to log into the portal without first being a customer so that is out. They could send in an email to the email channel for the project but only if you set it up so the “anyone can send in a request” which automatically creates them as a customer which doesn’t sound like what you want? You could have the sales person send an email to the agent directly and the agent could turn that into a ticket. In this case the agent would be the reporter.

My recommendation would be to set it up to create customers automatically when they first send in a request to the designated project email.

[Lars Altus]

Great, thanks for this reply, I will discuss this and see if we can set it up this way!