How to automatically receive Jira tickets from non-Atlassian users of my cloud software.

Question

I have a cloud software which I will be offering Nationwide. I need guidance on setting up different channels to receive tickets from users of my cloud software, even if they are not Atlassian users. For example by email, from the cloud software, webform, etc.

Fabian Lim · Answer

Hi @Nick Bazzi

This is a link to a tutorial I put together for you to explore some options: https://community.atlassian.com/t5/Jira-Service-Management-articles/How-to-build-an-External-Customer-Service-Desk-in-just-15-mins/ba-p/2612854

Regards,

Fabian

Trudy P Claspill · Answer

Hello @Nick Bazzi

I'm not sure that I fully understand your scenario.

Is it correct that you have created an entirely separate software product, with no affiliation to the Atlassian products, and you are going to allow people to access your product?

And you want them to be able to submit tickets into a Jira instance regarding their experience with the software product you created?

If so, there are three things you can do.

1. Utilize the Jira Service Management product. It is essentially a customer support product that allows user to open support cases or provide feedback.

https://www.atlassian.com/software/jira/service-management

2. Use an Issue Collector.

https://support.atlassian.com/jira-cloud-administration/docs/use-the-issue-collector/

3. Configure your instance to create issues in a Software project from incoming emails.

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/