How to allow external users open issues

Question

Hello,

We have been using an issue collector for our customers to submit support requests for our product. While it works, it has a major shortfall that the issue collectors predate the JSM so they only match against licensed users for the reporter. While Atlassian would love for us to buy hundreds of extra licenses to cover our product users it's financially and logistically it's not possible.

So currently when the agents get the open tickets they have to manually select the reporter and their organization. This is a time-consuming process.

I've looked into the widgets, and while the concept is good, the only way to make it work it to expose the entire help center to the public internet. That's not an option.

Is there another way from inside our application that users can submit tickets?

Thanks

Sean Smith_hukmhu · Answer

Hi Joseph,

Thank you for the response. We do have the Email Channel enabled. My questions was about embedding a web form into out product that user could use to open an issue.

Currently they can email, they can use the portal / help center, or an issue collector.

The email works fine other then users don't always give the required information causing delays in getting the me the correct answer.

The Help center is fine, many users don't want to leave our solution to submit a support request

The issue collector like I wrote above only matches reporters against Licensed users here the quote from Atlassian Support.

"I wanted to share a bit about issue collectors in Jira. It was developed before the service desk, and it only works with Jira licensed users. This has been the case since they were introduced. If you’d like to gather information from customers, it's best to have them submit a request through the customer portal. "

Ideally we could get either an Issue Collector or a Widget working that would match the reports email and set them as the Reporter and set the correct organization.

Thanks

Joseph Chung Yin · Answer

@Sean Smith -

In JSM, external customers licenses are free.  Typically, they will use Help Center (portal) or send email to the custom email address to create his/her request.

Take a look at this reference link - https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

In the portal UI, one can configure the JSM project to control who can see it in project listing via the portal UI - Project settings >> Access >> Customer permissions - changing the Channel access to Restricted from the default "Open" option.

Hope this helps.

Best, Joseph Chung Yin