How to establish the customer support flow?

[Danylo Savchenko]

Hello!

To establish a full-scale customer support flow using Jira services, I plan to integrate a "Contact Us" section on my website that includes fields for name, email, company name, and message. When a customer submits this form, an issue will be created in the dedicated customer support board on Jira.

Here are the detailed requirements for the setup:

1. Form Submission to Jira Integration:

   • Upon form submission, an issue is created on the customer support board. I am going to use a Jira API for this step.
   • The customer's email or account ID is set in the "Reporter" field without triggering any email verification or password creation by Jira.

2. Ticket Response and Email Integration:

   • I should be able to respond to the customer's ticket using Jira comments.
   • Each comment should automatically send an email to the customer's email address.
   • When the customer replies to this email, their response should be added as a comment on the Jira ticket.

By following this setup, I aim to streamline the customer support process, ensuring efficient communication without requiring the customer to verify their email or create a Jira account.

How can I accomplish these steps using Jira products?

[Seon Shakespeare]

Hi Danylo,

Jira Service Management (JSM) is perfect for this! Here's how to connect your website's "Contact Us" form:

1. JSM Portal & Widget: Create a customisable "Contact Us" form in your JSM project. You can then embed this form on your website using a widget.

2. Automatic Tickets: Form submissions create tickets in JSM automatically. No Jira account needed for customers!

3. Responses & Emails: You can respond to tickets in Jira, and JSM sends email notifications to the customer. Replies from registered Jira users become comments on the ticket.

Important: Guest user replies create new tickets. You might need to adjust your process or look at Marketplace apps for more email options.

To embed the widget, check out this doc: https://support.atlassian.com/jira-service-management-cloud/docs/embed-a-widget-onto-a-web-page/

Hope this helps!

[Danylo Savchenko]

Hello, @Seon Shakespeare

Thank you for your response, it helps to understand how the workflow works!

Can I use a Servicedesk API to create organizations and customers without email verifications?

[Seon Shakespeare]

Hi Danylo,

Thanks for the follow-up question!

You can create organisations via the JSM API without triggering email verification.

Docs: https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-organization/#api-rest-servicedeskapi-organization-post

However, for creating individual customers, I believe email verification is currently required as part of Jira's security measures.

Docs: https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-customer/#api-rest-servicedeskapi-customer-post

Hope this helps!

If my answers have helped, feel free to mark my comment as the accepted solution, so others can find it easily. Cheers!