Hi everyone, I've read documentation and ask IT support, but no luck. Is there a way that the customers do not need to create an account in order to send a request ? What we want to do : * person fill out a form online * after submitting, it creates a Jira Issue for our team * person receive a confirmation email that we're on it It seems JSM only do customers with login accounts. If that's the case, is there another way ? I've checked the Issue collector but it seems not possible to translate the feedback tool. Thank you

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Request without needing to create an account

Jade Bourdages_xo4ma3

Hi everyone, I've read documentation and ask IT support, but no luck.

Is there a way that the customers do not need to create an account in order to send a request ?

What we want to do :

person fill out a form online
after submitting, it creates a Jira Issue for our team
person receive a confirmation email that we're on it

It seems JSM only do customers with login accounts. If that's the case, is there another way ? I've checked the Issue collector but it seems not possible to translate the feedback tool.

Thank you

Accepted answers

Mikael Sandberg

Hi @Jade Bourdages,

Welcome to Atlassian Community!

In order to use the portal customers have to sign up for an account before they can submit a request. There is an option to allow anyone to create requests via email without an account but it will create a JSM only account automatically for them.

All comments

Mikael Sandberg

Hi @Jade Bourdages,

Welcome to Atlassian Community!

Jade Bourdages_xo4ma3

Thank you Mikael!

Okay, that's what I thought. So it's not possible with JSM to let people create a ticket without needing an account at some point.

Do you know if there's another way? or we would need to use an addon instead...

Mikael Sandberg

I don't know if for example Refined or Scroll Viewport allows you to bypass the account sign-up, and I don't know if there are any other apps that would allow it. The only thing that comes to mind is the issue collector, but it looks like that doesn't work for you.

Mikael Sandberg

But since you want to send an email back to the customer they have to have either a JSM only account or non-managed account for that to work, unless their email address is in the description and you send the notification via automation. But if you want the customer to interact on the request after the initial submit they have to have an account.

Weiting_h2wj4b

I was able to complete this right now by going to:

Config > Products > Customer Access > Allow customers to create accounts > customers can access and send requests from the portal without logging in.

See screenshot.

Screen Shot 2024-07-07 at 10.21.10 AM.png

Jade Bourdages_xo4ma3

Thanks Weiting, but unfortunately, this Jira config is misleading.

by checking "customers can access and send requests from the portal without logging in.", the customer will be abe to send a request without signing up, BUT afterwards they will get an email to invite them to create an account.

If they can't create an account, they won't be able to follow the request status, etc.

Weiting_h2wj4b

You're right!

I (as the company) can update the ticket and choose not to send any notifications to the user. But if the user gets notifications, they have to first accept it.

The flow looks like this (and it's pretty awful tbh). As a ticketing hub, it is such a pain for a user to have to create a Help Desk account before they can see the details.

1. User creates a ticket

2. User gets this email (that doesn't even have my company name on it. It looks like it's a strange email. What is "help center"?
Screen Shot 2024-07-08 at 4.49.36 PM.png

3. User clicks into the verification and receives this screenshot. You'd think that you can get into the portal now! But, wrong...

Screen Shot 2024-07-08 at 3.41.53 PM.png

4. This is what you get next which makes them create a full password.

Screen Shot 2024-07-08 at 4.52.41 PM.png

This experience doesn't work for a regular B2C customer support desk service.

I hope there's a way to do better here because I do love Atlassian products and have used it my entire career in Product Management.

Now as a Founder, this doesn't work to service my customers and users.

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