Is it possible to let anonymous visitors browse tickets for a Service Desk project?

Question

With a Customer Service Desk. anonymous customers are able to submit requests without logging into Jira. But is it possible to allow anonymouse customers view any ticket in the Service desk project without logging in? This way they can see if their issue has already been addressed or is being worked on, thus reducing duplicative requests.

Atlassian is able to do this for their own Service Desk, they've allowed anonymous visitors to view their project issue tracker. But I haven't found a way to replicate that.

Example, open this link in incognito, all submitted tickets are available to view without being logged in: https://jira.atlassian.com/projects/JSDSERVER/issues/JSDSERVER-6998?filter=allopenissues

So far I have found no documentation on recreating this experience.

Walter Leal_dqodrn · Answer

In 2024, is there any way not logged in users can see a ticket they submitted?

Angélica Luz · Answer

Hi Adam,

I’m sorry for the misunderstanding, customers will have to access the Projects menu to view the tickets. The Filters > Advanced search is for Jira Software projects only.

The “Browse projects” permission, as the error message says, it’s not supported by Jira Service Management, it works, but it’s not supported because Service Management projects usually deal with private information about customers and even internal comments will be public.

It's not possible to remove that error message, if the browse project is set to public, it will keep appearing when navigating on the project.

Adam · Answer

@Angélica Luz thats helpful. I created a public filter and tried to access in Incognito, but I get the attached error.

I know I can modify the permission scheme to allow Anonymous users to Browse Projects, and that does fix the public filter issue in the screenshot, but it seems like Jira doesn't like it when Anonymous users have Browse Project access - a Permissions error continuously appears until I remove the Anonymous group from the Browse Project permission. Any suggestions on how to have anonymous users access the public filter without the permissions error triggering?