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anonymous customer interaction with JSM

Vivian Yau

I created an IT help desk project at JSM, with 5 agents users. We allow anonymous customer to create issue via email/form/widget.

If a customer created an issue via Email channel, he/she is able to add comment by replying the email notification sent from JSM. This is good because customer can interact with our agents via email.

However, if a customer create an issue via other means, i.e. widget/ forms, when he/she is replying the email notification sent from JSM, it would be treated as a new issue instead of embedding it into the comment field of previously created issue. Why the JSM would not recognize such email reply message is indeed for an existing issue on request type rather than "Emailed request"?

Since our customer does not register JSM, they are unable to view issue from the customer portal, what is other alternative for them to interact with our agent (support personnel) ?

Accepted answers

All comments

Ajay _view26_

Hi @Vivian Yau

Welcome to the Atlassian Community!

Even when the request is created using the JSM Widget , replies to the customer are preserved in the Request. There shouldn't be any issue with new requests getting created , unless the customer keeps using the widget for adding new issues.

Also the widget makes sure the "Your contact e-mail" is captured to maintain the conversation thread between the Customer & JSM Agents.

Vivian Yau

I mean after customers created an issue via widget or forms, they would receive JSM email acknowledgement. If customers wish to add some supplementary information to the issue, they have no mean to do that unless they have access to the customer portal. So i'm asking for alternative communication channel for anonymous customer other than the customer portal as they are not registered Jira users.

Daniel Ebers

Based on my understanding so far a comment instead of a new request should be created as long as the key (f.e. SUPPORT-123) is not removed from the subject's line.
Can you confirm they kept the key but it is creating a new request nontheless?

Vivian Yau

yes. I confirmed the key and subject does not change. It works for issues created by email channel (send an email to xxx@xxx.atlassian.net). But if I submit issue via Forms or widget, the email reply would be treated as a new issue with new key. I attached a sample for your reference. The issue logged with key "HOTS-44" via form. If I reply the notification email, it would create a new issue with key "HOTS-45", summary became "Re: HOTS-44 xxxxx".

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