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Custom Email Account in JSM

Swaroop Kumar

Hi Team,

For testing purposes, I have connected a Custom Email Account to one of the JSM projects. The goal is to ensure when external users are sending emails to this ID, it should create a ticket.

At this point, I was able to successfully connect a custom email. But when I tested to send an email from an external domain it threw an error "Sorry, self-signup is disabled for this help center. You need to be invited first"

Accepted answers

Aditya Verma

Hi @Swaroop Kumar ,

Can you ensure below settings are selected for you:

Under Customer permissions in your project - "Anyone allowed on the customer access settings" is selected.
Under Settings > Products > Customer Access, "Allow portal-only accounts to be created for new customers accessing the help center" and "Allow customers to create accounts" are selected.
Check options under Settings > Products > Email Requests as well.

Lastly, see if you are affected by this bug - https://jira.atlassian.com/browse/JSDCLOUD-12609?attachmentOrder=desc

Thanks,
Aditya

All comments

Aditya Verma

Hi @Swaroop Kumar ,

Can you ensure below settings are selected for you:

Under Customer permissions in your project - "Anyone allowed on the customer access settings" is selected.
Under Settings > Products > Customer Access, "Allow portal-only accounts to be created for new customers accessing the help center" and "Allow customers to create accounts" are selected.
Check options under Settings > Products > Email Requests as well.

Lastly, see if you are affected by this bug - https://jira.atlassian.com/browse/JSDCLOUD-12609?attachmentOrder=desc

Thanks,
Aditya

Swaroop Kumar

Hi @Aditya Verma

Thanks for your response. That worked like a rocket!

Is there a way I can imply this only to a specific project? It looks like the above changes will affect all the JSM projects.

Aditya Verma

These settings are only available at instance level. But, you can restrict external customer sign-up for certain domains under Settings > Products > Customer Access section.

Also, do checkout this doc on how customer access settings impact project permissions.

If this was helpful, please mark it as answered so that it can help other members of the community.

Thanks,
Aditya

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