Allow all corporate users to email Helpdesk without creating a paid account

Question

We want all users in our global company of ~5,000 users to create a JSM ticket via email, without creating a paid user account. We have setup the internal email and it does auto-create a JSM ticket, but only for those who have a paid JSM account.

I see the guidance around selecting Allow Customers to Create Accounts, but that doesn't tell me if these are paid seats. I don't want to open it up to 5000 paid seats but we do want to field requests from these people.

Can someone confirm if selecting Allow Customers... creates paid seats?

Jack Brickey · Accepted Answer

Hi John,

Customers in JSM project are free users. In JSM only the agents are paid  Licenses.

Joseph Chung Yin · Accepted Answer

@John O_Reilly -

As mentioned by @Jack Brickey , customers for your JSM projects are free.  Those users (customers) should be assigned to your JSM project's "Service Desk Customers" project role.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.