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How to log an issue on behalf of a client so that they can receive replies via Jira

Mika Steyn

If a client does not e-mail the support email address, but instead e-mails one of our employees directly, how do we log an issue for them so that they can receive our replies & updates via Jira? I don't want to have to ask them to e-mail again to our support e-mail.

Currently if I create an issue, I don't see an option to add the client's e-mail address.

EDIT: I found the "raise a request" option in the left sidebar and raised an issue on behalf of the client, but when trying to reply to the client on Jira, they don't receive anything (they should receive an e-mail update/notification?).

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Nikola Perisic

Welcome @Mika Steyn

First, you need to make sure that your portal can be accessed without the need to have the Atlassian account, but this will affect all of the JSM projects created.

Screenshot 2025-02-13 at 14.02.03.png

You need to select Allow customers to create accounts and Customers can access and send requests from the portal without logging in.

Then, you can add your client's email address in the Request participant field.

Vignesh Jayagopal

Hi @Mika Steyn You need to set your client as the Reporter in the issue you created. This ensures they receive notifications when you "Reply to the customer"

Mika Steyn

Thanks so much Nikola!

So clients can only receive our replies if they create a Jira account??

Mika Steyn

Hi Vignesh, thank you very much for your reply. I have done that. Please see screenshot attached. I am just using the demo to test this out, maybe that is the problem?

Vignesh Jayagopal

@Mika Steyn

If the Reporter is set correctly, ensure that customer notifications are enabled by navigating to:

Project Settings → Notifications → Customer Notifications

Then, verify that "Public Comment Added & Edited" is enabled

Nikola Perisic

They can see the replies without having Jira account but the option from the screen shot needs to be enabled.

Susan Waldrip

Hi @Mika Steyn , Welcome to the Community, glad you're here!

We have this situation sometimes, so I asked the agents to forward to JSM the customer emails that they get directly, and I (as admin) added the Reporter field to the right panel so my agents can change the Reporter to someone else as necessary.

When the agent changes the Reporter name here, it's also reflected in the "read only" name in the main panel of the ticket. Hope that helps!

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