Is it possible to enable Service Desk customers to view their tickets without an account?

Question

I've done this setup:

Who can access the portal and send requests to Chattahoochee Bluffs Service Desk? = Anyone can send a request without logging in

Can customers create their own accounts? = Yes, by signing up or sending a request

Can customers access and send requests from the help center without logging in? = Yes

With this configuration, anonymous customers can view the portal and create tickets. They get an email confirmation containing a link that has a token in it, but visiting that link brings them to the page that says:

Sign Up: "Sign up to view or comment on the request..."

Is it possible to configure Service Desk and the project so that the tokenized link is all they need to view the ticket status?

Giuseppe Territo · Answer

Hello,

@Angélica Luz

is there now a solution for the problem mentioned?
A customer of our Organisation wants to see his created tickets without creating an account but has not the option. Jira always asks to log in if he wants to see the ticket.

Greetings

David Verastegui · Answer

Thanks for the confirmation Angelica!

Angélica Luz · Answer

Hello @David Verastegui,

Thank you for reaching out to the Atlassian Community!

Yes, customers still need to log in to the portal to view their tickets. They can create tickets without logging in, but to view all the details, it will be necessary to log in.

There is a feature request suggesting this option:

Allow customer to view their issue detail without login to Customer Portal

The only thing that is changing now is regarding the attachments. Currently, the attachments are added inline on the notification and customers need to access the portal to expand an image or download a file. Our developers are already working on it:

Allow Attachments to be included as an actual Email Attachment

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica