Ticket in customer portal

[Sam Cassidy]

Hi. At present our customers send in emails with all the details we need to create a ticket within our workflow. With JSM would I be able to design the portal to ask for all of these details so the ticket would then appear in our workflow with the relevant information?

Many Thanks 

Sam 

[Vishwas · Accepted solution]

Hi @Sam Cassidy 

Welcome to Atlassian Community !!

Yes that's a short answer :)

With JSM one can create customer portal and add the required field to collect the required information from the customer.

Please check this link https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-look-and-feel-of-your-help-center-and-portal/

Let me know in case of any questions !!

Regards,

Vishwas

[Sam Cassidy]

Fantastic thanks Vishwas. I will have a look at the article and get back to you :)

[Sam Cassidy]

Sorry Vishwas. If we trialled the free version and we had 3 uses. Are these users on the internal side who are able to view the tickets? In theory we could have multiple customers accessing our portal?

Thanks 

[Vishwas]

Yes that's correct, internal users are called agents(part of service desk team role and has JSM Access) and we have to pay for them. they work on tickets..

but one who raises ticket from the portal are customers we can as many of them raising a ticket in portal and we don't have to pay for them. So they can see and add comments on the portal..