Allow customers to create tickets from email without having to create an account.

Question

I have the following problem: I have my JIRA with a project already configured.

I have an email linked to this project. I have configured that every email that arrives to this email automatically creates a ticket in this JIRA project.

The problem is that when the user sends an email, the ticket is not created until the user confirms his account to an email that arrives and joins my jira as a customer.

I want that first, the ticket is created and if the user wants to see his ticket in the help portal, he confirms his account from the confirmation email that arrives.

How can I do this?

Antonio J_j9fy1k · Answer

That option was already activated.

I think the problem is the approved domains...
This is the configuration for the domains of the e-mails that I receive on a regular basis:

And this is the “Any domain” configuration:

The problem I mentioned above is that the domains in the 1st screenshot need to confirm their Atlassian account for the ticket to be created. These are created as normal users in Jira but not as Portal-only customers.

In the 2nd screenshot, for example from gmail.com emails are created as Portal-only customers, the ticket is created correctly but never get to send an email to the customer to confirm his account, so the customer would have to manually enter my help portal, reset hispassword and this would have access to the help portal, but can not see the tickets that have previously created.

Nikola Perisic · Answer

Welcome @Antonio J

You can do this with service management project. Assuming that this is the one you have created, you need to go to Project settings > Customer permissions > Update customer access settings > Check "Customers can access and send requests from the portal without logging in" and save changes.