Creating a ticket for a new customer

Question

Greetings, we're looking to adopt JSM as a ticket system for external clients, who don't necessary have an account (or have otherwise gone through the invitation process).

The issue we have is when you try to create a ticket for a new customer, who hasn't gone through the invitation process -- say someone who calls in and gives you their email address over the phone, and a ticket is made in the process.

I wasn't able to get JSM to accept an unknown email address as the reporter, however if the ticket comes in from an unknown email (via an email request) the reporter field is perfectly happy with said previously unknown address.

Sam Nadarajan_xgvhqf · Accepted Answer

Hello Kamen, and welcome to the community!

If you are creating these tickets through the customer portal instead of using the create button inside Jira, you can use you "Raise a request on behalf of" field and enter the email address of the individual on the phone (or drive-by).

Note, this field (screenshotted above) will appear for licensed agents in JSM, it won't appear for regular customers. Once you type in the email address, select the option to Create it and it will add that email address to your customers list in your JSM project.

Hope this helps! Feel free to reach out if you have other questions!