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Customers without accounts

Vatroslav Mileusnić

Greetings.

I'm reading about Jira Service Desk in order to learn about it and am able to implent it in the company I work at, but I'm confused regarding the customers and their usage in the software.

Up until now, we've used IBM Control Desk (ICD) and have added customers by adding their username (used only as a shortcut to retrieve them), full name, organization, email, and activity status, but the customers didn't have the option to log into ICD, and that's not something we want to change.

Now I see that Jira Service Desk treats customers as free users and provides a portal to create requests.

What I'm looking for is a way to reproduce the functionalities we've had in ICD. Namely, I want to be able to add customers by their full name, email, organization, and activity status, without using Jira Administrator privileges, as well as link those customers to issues created in Jira Service Desk.

The biggest problem I see is that Jira Service Desk treats customers as users, when that is not something that fits our use case.

Is there another way of adding customers, without thinking of them as users able to log in and create issues?

Kind regards,

Vatroslav

Accepted answers

Ravi Sagar _Sparxsys_

Hi Vatroslav,

Both Agents and Project Administrators can add customers and yes they are added as a user in Jira.

You may want to refer to this link: https://confluence.atlassian.com/servicedeskserver/setting-up-service-desk-users-939926312.html

Any specific reason why you don't want them to login? The only thing they can do (if they want to) is login to customer portal and look at their own ticket.

-Ravi

All comments

Ravi Sagar _Sparxsys_

Hi Vatroslav,

Both Agents and Project Administrators can add customers and yes they are added as a user in Jira.

You may want to refer to this link: https://confluence.atlassian.com/servicedeskserver/setting-up-service-desk-users-939926312.html

Any specific reason why you don't want them to login? The only thing they can do (if they want to) is login to customer portal and look at their own ticket.

-Ravi

Vatroslav Mileusnić

Hi Ravi.

Thanks for your answer, but I've already seen that article, as well as other similar questions and answers, and they don't answer my question.

We don't want our users to log in because it is not the way we do business and I cannot change that fact. I can recommend upgrades to our business processes, but it's not up to me to decide on their changes.

So, is there another way of adding customers, without thinking of them as users able to log in and create issues?

Ravi Sagar _Sparxsys_

Well customers will be treating as Jira users in Jira Service Desk. What you can possibly do is following:

Don't let your customers know there is a portal. Look for the email templates containing links to the issues and the portal.
Try using Extension for Jira Service Desk, it has the feature to hide the customer portal from a user of a specific group. This can also be useful.

Ravi

Vatroslav Mileusnić

So, the answer to my question is: no.

Thank you.

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