Disable customer portal? Only user email?

Question

Hi,

I am wanting to use JSM to potentially manage tasks within my team, we have to communicate with external users therefore would like to use the 'reply to customer' function to keep all communication tied to a 'ticket' in our case each task.

Is there a way so that I can just have the communication be a direct email, as opposed to using any Jira interface? I want it to appear as if we have just send / replied to an email within a thread rather than showing any Jira customer portal visuals (if that makes sense?)

I would appreciate any help / advice anyone has :)

Mikael Sandberg · Answer

Correct, the customer notification will aways contain a link back to the request on the Portal.

Sure, you could turn off the customer notifications and use automation to send the response to the customer, but you would then consider how many tickets/replies you have so you do not hit the automation limit.

Ellis · Answer

so there is no way to just keep it appearing as a standard email back and forth to the customer? thanks :)

Mikael Sandberg · Answer

Hi Ellis,

Welcome to Atlassian Community!

No, you cannot turn off the Portal, that is a major feature of JSM. But what you could do is hide all the request types from the portal so the only thing the customer would do on the portal would be to see their submitted requests.