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Can the external users create tickets in Jira Service Desk via e-mails but with no portal access?

Ela Bryniarska

Hello,

I have a project created in Jira Service desk(next-gen). The customer users are added in Organizations, they have a correct access to this particular project only and they can log to the portal.

However, there are external users (employees, candidates, etc.) that should be able to raise tickets as well. The issue is that:

1. We don't know their e-mail addresses so we cannot add them.

2. We don't want them to see other tickets created by the customer.

Is there a way to allow them to create tickets in the same project via sending e-mails but blocking their portal access so they cannot see issues raised by others? How should this be set up?

Thanks in advance,

Ela.

Accepted answers

Angélica Luz

Hello Ela,

Welcome to Atlassian Community!

When we add customers to a project, they will have permissions to access the portal and this is something that currently it's not possible to disable or block.

If a customer is added to an organization and shares the ticket, everyone on that organization will be able to see the ticket, the same as if they are added as a participant.

There are feature requests suggesting improvements:

If a customer is not added to any organization, they won't see tickets created by others, they can see only tickets that they created or if someone manually shares with them.

Regards,
Angélica

All comments

Angélica Luz

Hello Ela,

Welcome to Atlassian Community!

When we add customers to a project, they will have permissions to access the portal and this is something that currently it's not possible to disable or block.

If a customer is added to an organization and shares the ticket, everyone on that organization will be able to see the ticket, the same as if they are added as a participant.

There are feature requests suggesting improvements:

If a customer is not added to any organization, they won't see tickets created by others, they can see only tickets that they created or if someone manually shares with them.

Regards,
Angélica

Ela Bryniarska

Hello Angelica,

Thank you. Indeed it seems limited. However, can people that are not added to the organization/customer/portal create tickets? Imagine that the customer provides the service desk e-mail to their employees so they can contact us, but we did not add them upfront. If so, how the set up should look like?

Thanks a lot,

Ela.

Angélica Luz

Hi Ela,

It's possible to allow customers to create their own accounts, so they will be automatically added to the project once they send an email.

Please, go to the project you want to set as open and go to Project settings > Customer permissions (if it's a next-gen, this option is on Channels > Customer permissions).

On this page, you must set the following options:

Who can access the portal and send requests? Anyone with an account on xxxxx.atlassian.net.

Screen Shot 2020-04-10 at 10.49.26.png

It means that the project will be open for all internal users to access the portal to create tickets and also customers added to other projects will be added to this project as well. Once you change this, if you go to the customers' page, you will see that it will show all users and customers.

Then, on the same page, you can click on "change the global settings" or go to Jira settings > Products > Configuration.

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

Screen Shot 2020-04-10 at 10.53.04.png

With the option above, anyone will be able to create their accounts if they go to the portal or if they send a request by email.

If you have any questions or concerns, please let us know.

Ela Bryniarska

Hello Angelica,

Indeed I found this opion last week. However, when this option is selelected, the customers from other projects created in our Jira will also be able to see that particular project with these settings, right? Will they only have acess to create issues there or also to view all issues that were created?

Thank you,

Ela.

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