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Creating issue for external clients, then send them email.

Sergio Scabuzzo

Hi all, is there a best practice for creating an issue for an external client? I'm creating an issue where I then wait for them to reply by email.

I didn't really see a way to do this cleanly so I crated an automation:

Any thoughts on a better way to institute this?

Accepted answers

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Angélica Luz

Hello Sergio,

Welcome to Atlassian Community!

When using Jira Service Desk, customers can create their own tickets by sending an email or accessing the customer portal and they will receive a notification when the ticket is created.

Agents can also create a ticket on their behalf and it's not necessary to create an automation for them to receive a notification.

When creating a ticket, it's important to select a Request type because that's what triggers the notification to customers and also what makes the ticket visible in the customer portal.

For more information about the requests by email and the customer permissions, please check the documentation below:

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

Regards,
Angélica

Sergio Scabuzzo

Hi Angelica,

Thanks for your reply and sorry it took me so long to get to this...

What I want to do is start a ticket from me to the customer. Like if I notice they need help with something done on their site. So I would create a ticket and it would be assigned to them.

How would this, or something like it, be done?

Thanks,

Sergio

Sergio Scabuzzo

I guess best way to describe it is, I want to start a ticket with an external client/organization. Have them get it and be able to reply from email or the customer portal.

Angélica Luz

Hello Sergio,

You can create tickets using the + or Create button in Jira and for them to receive a notification, you must select a Request type (not an issue type).

Screen Shot 2020-05-13 at 10.42.31.png

Tickets can only be assigned to agents, customers can't be the assignee.

You as an agent can reply through the portal or using the agent view and not using the notification because you receive system notifications that don't have this option. Customers can reply using email.

Regards,
Angélica

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