Is there a way for people to email the service desk without becoming a "customer", per se?

Tonya Latino

I've enabled email channel for my service desk (cloud) and i want to list the email address as the contact info for my company.  The idea is for the user to email a centralized location so that everyone in the office can share csr duties.   I've read Atlassian's documentation regarding email support, but I still have questions.  For example, I don't want people who email servicedesk@example.com to become "customers".   I want this to be a completely open channel - anyone with the address can email it and a ticket would then be created.  Can anyone help me with some quick and easy instructions on how to do this?

Zoi Raskou

Hello Tonya, 

This is exactly what a customer can do. Anyone with the Service Desk's email address can send an email which in turn creates an issue. The reasoning behind creating customers is that the sender will need to follow back on their ticket. The requests will be viewed by every service desk agent. 

I am not sure I understand why the native functionality doesn't cover your needs.