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Allow external users to send emails without creating an account (JSM)

Peyton Kuhn

Hello,

I am creating a JSM space that will primarily be used by internal users but also some external users. The majority of requests will be sent via email not portal.

I do not want external users to have to create an account to send an email/generate a ticket. How can I do this?

Right now, when testing, I am forced to create an account in order for the ticket to even be created in the space. I do not want there to potentially be a customer that needs help that cannot contact us because they do not wish to create a jira account or think the email sent to create an account is spam/phishing.

We currently have portal access set to allow customers to create accounts but do not have the check for "Customers can access and send requests from the portal without logging in". I tried checking that setting, but that still sent a sign up email when on.

Accepted answers

Arkadiusz Wroblewski

Hello @Peyton Kuhn

what you are seeing is expected in JSM Cloud.

External users can send requests by email without a Jira license, but not really without an account. With the normal email channel, JSM can create the customer account automatically from the sender’s email address.

So basically no Jira license needed, no manual sign-up needed first, but a customer account is still usually created.

If the requirement is truly “email us without any JSM customer account being created at all”, the standard email request flow does not support that.

Benjamin_tmh9yg

Hi @Peyton Kuhn ,

Yes. The customer permission needs to be set to open for email request and customer permission. This way when they create a ticket, their account is already auto created.

There is a similar post in this regard:

https://community.atlassian.com/forums/Jira-Service-Management/How-to-setting-incoming-email-for-new-customer-can-create-ticket/qaq-p/2558395

matthew barrett

Make sure you have customer access configured globally how you want it, and on the specific JSM space.

All comments

Arkadiusz Wroblewski

Hello @Peyton Kuhn

what you are seeing is expected in JSM Cloud.

So basically no Jira license needed, no manual sign-up needed first, but a customer account is still usually created.

If the requirement is truly “email us without any JSM customer account being created at all”, the standard email request flow does not support that.

Peyton Kuhn

Thank you for the reply!

What do you mean by normal email channel?

That may work. What we are trying to avoid is requiring the customer to manually create an account when sending us an email.

In my testing, I sent the email to the jira space and received an email from atlassian telling me that to finish sending my request, i had to join aka create an account. So my request wouldn't show in jira until I created an account.

That is what we want to eliminate. We dont want a customer needing assistance to have that barrier of creating an account to get help.

Benjamin_tmh9yg

Hi @Peyton Kuhn ,

Yes. The customer permission needs to be set to open for email request and customer permission. This way when they create a ticket, their account is already auto created.

There is a similar post in this regard:

https://community.atlassian.com/forums/Jira-Service-Management/How-to-setting-incoming-email-for-new-customer-can-create-ticket/qaq-p/2558395

Peyton Kuhn

From what I am seeing, I already have those settings on but I am still getting a request to create an account.

The customer permissions are open on the project and everything shown here is what i have set globally other than the specific domains.

matthew barrett

Make sure you have customer access configured globally how you want it, and on the specific JSM space.

Peyton Kuhn

@matthew barrett my settings match the screenshots you have attached but my JSM space is set to open not restricted

Daniel Gall_9cun4k

Did you ever figure this out?

Peyton Kuhn

Yes! It was an issue with how we were treating emails that came in from outside our domain.

Daniel Gall_9cun4k

Do you mind expanding on that a bit? It seems like I've hit the same snag, even with all the permissions appearing to be correct.

Peyton Kuhn

in admin.atlassian.com, go to app access settings under apps. there you will see your approved domains. for JSM, "any domains" was set incorrectly as user(agent). i changed it to none and it fixed the problem.

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