How can we manually set the originator for an issue

Question

When a customer lodges a request via the JSD portal they are marked as the originator and JSD auto sends emails to them as we respond to the issue.

But customers also contact us via email and phone and we create JSD issues on their behalf. In these cases, how do we add the customer's email to the issue as the originator so they get notified of responses by us. Otherwise we end up tracking the issue in multiple places which defeats the value in using JSD.

Édpo César_jh82dy · Answer

@william_ferguson ,

If I helped you, please, mark my answer as accepted to help others. 🤜🏽🤛🏽

Édpo César_jh82dy · Answer

@william_ferguson

Perfect. To add customers as a participant, you'll need add them as a customer first.

There is a customer option on the left side in your project, add your costumer there first, and then, try to add the client again in the Request Particpant Field.

william_ferguson · Answer

Didn't realise we could use the portal to create issues on behalf of customers. I'll keep that in mind going forward.

But for the issues we don have, how do we add the customers as a participant? I've tried adding them to the "Request Participants" field but it always says "No matches found" so I can't add them.

We really want to centralise all our incoming support requests in JSD.