Service Desk for email communication

Question

Hello

we use a very huge email inbox (Support@xyz.com), that all our customers (konwn and unknown) use for communication with our Support Group.

This is a very uncomfortable situation, therefore I will use Service Desk ( we already use confluence)

Is it right, with actual Service Desk version it isn't possible to receive emails , create tickets and communicate with "unknown" customers ?

thanks

GE

Georg Egghart · Answer

Hi Joe,

thanks. Thera are so many different answers about this feature!

We have a service desk for around 250.000 user. We will change our service desk software, integration with confluence and...

The self service desk feature is not necessary.

customer write a email to service desk, receive a ticket number and the the communication will handle per mail.

BR

Ge

Joseph Huynh · Answer

Hi GE,

It is now possible to create tickets via Service Desk 2.0 release. For unknown customers case please make sure that your service desk is open for public rather than private. Users will be given an option to create their own user account to access their ticket in the customer portal (you will not be charged for JIRA license via our new agent based pricing model).

Hope that helps.

Bests,

Joe