adding a customer from the issue page

[Millie Crawford]

If I go to the portal and submit a ticket and type in an email address,  I get a prompt that asks if I want to add the new email address as a  customer. However, if I raise a ticket within the help desk, say from a phone call, and try to type in the caller as a new customer, it prevents me from doing it. I have to back out, add the customer, then go back and change the reporter. Why can't we get a prompt to add the new email as a customer?

[Petter Gonçalves]

Hello Millie,

The internal interface of JIRA Service Desk is used only to create internal tickets where customers interactions would not be performed. 

To interact with customers, the correct approach would be to create the ticket using the Service Desk portal, however, we understand that some issue fields and actions can only be performed in the internal view - E.g assign issues - so you would need to first create the issue in the portal and then rollback to the internal view and perform the actions needed.

That being said, we have created a Feature Request to implement the functionality you are looking for:

- Ability to add Customers when setting reporters on internal JIRA Service Desk issues

Please, vote and watch this feature request in order to increase its impact with our development team and receive notifications about any updates.