Support Requests from anonymous users

Question

Hi,

I'm trying to configure JIRA Service Desk to manage support to users (customers).

I don't want them to access to any Customer Portal, though. Neither I want to have users' self-registration (as we have hundreds).

Is this manageable in JIRA Service Desk ?

In the configuration I set

Can customers create their own accounts?   No, only my team can create accounts

and I observed that email requests sent from new (never used before) e-mail addresses don't result in any issue creation.

Having the automatic creation of an account for any new customer is the only option or there is any workaround?

Thanks,

Thomas

Angélica Luz · Answer

Hi Thomas,

The only way for them to do not access the customer portal is by removing the links on the notification which you already did. If they don't have the link, they won't be able to access. 
I just tested here and when someone that does not have an account sends an email to create a ticket, the account will be created and the only email they receive is the confirmation email of the ticket, so they won't receive any invite that will redirect them to the portal.

Regards,
Angélica

Thomas Fozzi · Answer

Hi Angélica,

indeed I ended up enabling automatic account creation when a new customer sends a support request. Although I didn't want this, it seems the only way to let customers open an issue through email.

As for the customer portal, I temporary solved by not publicizing the link (I'm using an add-on which allows full custom notifications, and I removed any link to the portal).

Anyway, I wonder: if customer's accounts are created silently and no password is sent to them, how can they signup and access the customer portal?

Thanks,

Thomas

Thomas Fozzi · Answer

Hi Victor, thanks for your reply.

I'm not sure I got it right.

I understand there are these two options, which I might want to be both enabled.

What's the result if I enable both?