Question about Jira Service Desk Sending Email to Create Ticket

Question

Hello -

I understand that customers outside of Jira Service Desk (no account in the system) can send an email to a specified email handler which then creates a ticket in the project. JSD will then create a profile for that customer.

I was wondering if JSD was capable of doing the reverse of this action. Specifically, is it possible to configure the JSD system to send an email to an outside user, and then have the ticket created upon this email to the user from the system?

Some perspective as to what I am trying to achieve - I am trying to create an HR project that would notify a potential employee (customer outside of JSD) to login to this Jira project and fill out a simple form.

I understand that this is unconventional, but I was wondering if something like this would achievable in Jira Service Desk. I'd be very grateful to hear any feedback!

MAG-II · Answer

Thank you so much for the help. This all makes sense! I am having an issue though - I do not have the Customer Invited notification in this list.

I'm not sure if this would affect this, but I am running JSD as self-hosted and not on the Cloud. Do you know if there is any way for me to add the Customer Invited email notification?

EDIT: I'm also just now realizing that I posted this on the Cloud section. My mistake.

Rudy Holtkamp · Answer

If you have created a Customer Request on your portal (aka 'The simple form'). You can use a link which you can email to the potential employees. This link will look something like this: https://yoursite.atlassian.net/servicedesk/customer/portal/1/group/1/create/1

The potential employee can go to the link and fill in the form. Once she/he has done that they get an email to create an account for following up. (You can of course also let them create the account before filling in the form, but this will give the candidate another hurdle.

Alexander Bondarev_x6gjf3 · Answer

Hello, @MAG-II !

Of course you can invite customers to your Service Desk project(link to documentation).

Also I think it will be interesting to your case to customize invitation emails(link to blog-post).