Is this possible with jira service management?

Question

Hi, I was wondering if the following features are possible with jira service management.

On website X I want a form (with X number of fields), integrated in my website, where a jira ticket is created when the form is submitted. In addition, a jira ticket must also be created when an email is sent to support@websitex.com.

After the ticket has been created, an automatic reply must be sent to the sender with message "ticket received".

It must be possible to send a reply to the sender via the comments of the jira ticket (update about the problem).

After the ticket has been resolved, satisfaction must be requested from the sender via email.

Kian Stack Mumo Systems · Answer

@nielvrom,

There is a customer portal that customers can sign into an access their existing requests from. You can see some documentation on this here.

nielvrom · Answer

@Kian Stack Mumo Systems

Thanks for your answer! Is it also possible to show an overview of requests made by the customer? In a custom webapplication?

Kian Stack Mumo Systems · Answer

@nielvrom,

This is possible. Using the widget feature you can embed your customer portal form on any website you control. This will allow customers to raise tickets from anywhere.

For the email going in/out, that comes out of the box with JSM. Each project has a predefined email address (and you can add a custom one) that consumes incoming mail to create new tickets and append comments to existing ones.

Thanks!

Kian