View request without login

Question

Is there a way to allow customers to click the "View Request" link in a reply to their issue and have it show the issue history without requiring a login? It is pretty awkward to allow anonymous users to create incidents but then they can not see the entire history in one place unless they create a login. The email already has a unique token, it seems like there would be no technical barrier to this.

Optimally, customers would not be able to create logins, but I know this feature is not available yet.

Stephen Tran_d47bxq · Answer

100% Might end up integrating with Zendesk instead because of this.

Andrew Hibl · Answer

What do you mean by "since the link is not private"? Obviously the link would be shareable in that case. I do not see that as a negative in most cases. If a customer wanted to share a response and a login was required they would need to share their username and password.

Obviously the current settings should be the default. Even a "require login to view response" checkbox for the Service Desk agent when responding would be a nice feature. However to not have the option makes Jira Service Desk basically unusable as a public support portal.

Angélica Luz · Answer

Hello Andrew,

Currently, customers must log in in order to see the ticket, since the link is not private, so if the customer could see the ticket without login in, other people would also see the ticket and it includes their private information, that's why they need to log in. We have a feature request suggesting the implementation of this ability:
- https://jira.atlassian.com/browse/JSDCLOUD-5980
Please, click on vote and watch in order to hear about updates on the development cycle.

Regards,
Angélica