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Do external users need to validate their email before receiving emails for the comments in tickets?

Moiz Shaikh_xgd0oz

Using JSM's API's im creating service request on behalf of external customers. Once a ticket is created, the external users receive an email to set the password.
If an admin mean while comments on their ticket the external users do not get an email about the comment unless they click on the set password link which i believe also verifies the email.

Is there a setting that can be used to bypass this?
I was hoping that external customers should receive comment/notification emails immediately after ticket creation without having to verify or set a password.

Accepted answers

Marc -Devoteam-

Hi @Moiz Shaikh

This is only possible if you set the JSM permission that customers can log issues without the need of using a login.

If login is required, there is no way to bypass this, as the user is not verified. The email to set the password is the verification of the email address, as long as this is not done, no emails are sent towards this address.

https://confluence.atlassian.com/servicedeskcloud/blog/2017/04/introducing-the-login-free-portal-for-jira-service-desk-cloud

All comments

Marc -Devoteam-

Hi @Moiz Shaikh

This is only possible if you set the JSM permission that customers can log issues without the need of using a login.

https://confluence.atlassian.com/servicedeskcloud/blog/2017/04/introducing-the-login-free-portal-for-jira-service-desk-cloud

Moiz Shaikh_xgd0oz

Hi @Marc -Devoteam-

are you referring to this particular setting? Screenshot 2025-10-15 at 17.50.52.png

I have this setting checked, but it didn't help in my scenario. The user still has to verify before they get an email for the comments.

Can you please help to point out, if you are referring to some other setting?

Marc -Devoteam-

Hi @Moiz Shaikh

This is what I meant, but I think because the issues are raised vai the API the email has to be verified all the time.

This if an issue is made via the portal or email the user is listed as a customer and verified directly..

As the action was done from a specific email address, via the API any email address can be provided, but the resource is not the actor, so it could be that the mail address used is invalid or harmful, so verification is required.

Moiz Shaikh_xgd0oz

Hi @Marc -Devoteam-

Understood, that clears things up. Thanks a lot for clarifying!

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