I would like to connect our space with Customer.

Question

Dear Atlassian,

I would like to use Jira system to connect with the customer by,

1. I've created the space for each customer.

2. when customer send the support request to us.

3. I would like this request to put on the space we create for the customer.

4. I want the automatic e-mail notification to customer, that we receive the request.

5. When any update on the work item, also having an e-mail to update customer also.

Could you please share the step by step for setting this one?

Shaik Riyaz · Answer

Hi @Ganarnek Srianuchar,

You can do this with Jira Service Management (JSM). You don't need any extra apps.

* Restrict access: In each customer's service space, go to Space settings > Customer permissions. Set it so only the customers you add can raise requests, then add that customer's users.
* Send requests to the right space: Go to Space settings > Email requests. Connect a separate email address to each customer's space and link it to a Request type. A request type is required, or customers won't get notifications.
* Confirm receipt automatically: In Space settings > Customer notifications, turn on Request created. The customer then gets a confirmation email when their request comes in through the portal or by email.
* Email customers about updates: In the same place, turn on public comment added, Customer-visible status changed and Request resolved. Agents need to use Reply to customer to email the customer. Add internal note stays internal.

Thanks!!

Sami Shaik · Answer

@Ganarnek Srianuchar , @Lalithesh has given you the right menu paths . Before you build, I would change one decision in step 1, because it decides how much work steps 2 to 5 become.

Do not create a space per customer. Create one service space and one organization per customer.

In Jira Service Management Cloud, an organization is a group of customers. When you add an organization to a space, its members can raise requests there, share requests with each other, and see the organization’s requests in the help center (Group customers into organizations). That gives you the separation you want (each customer sees only their own company’s requests) without duplicating request types, queues, SLAs, email addresses and notification templates for every customer. With a space per customer, every change you make later has to be made once per space.

The setup, in order:

* One service space (company-managed). Build your request types once: Space settings, Request management.
* One organization per customer. In the space, open Customers, select Add organizations, name it after the customer, then add that customer’s people to it (Add an organization to a service space). Organizations are reusable across spaces if you ever need a second space.
* Lock down who can see what. Space settings, Access, Customer permissions: set Channel access to Restricted if only invited customers may raise requests, and under Customer sharing choose Customers can search for other customers within their organizations (Change service space customer permissions). A customer not in an organization then cannot share with anyone.
* Email intake (your steps 2 and 3). Space settings, Channels & self service, Email. Your space already has a pre-configured Atlassian address; you can add up to ten, each mapped to a request type (Receive requests from multiple email addresses). One address is enough: the request lands in the space, and the reporter’s organization is what routes it, not the address.
* A queue per customer for your agents. Queues, Queue settings, Create new queue, Switch to JQL, for example Organizations = "Customer A" AND resolution = Unresolved. If you turn on Customer and organization profiles under Space settings, Features, you can also filter by organization attributes such as tier or region with organizationDetail() (Create queues based on customer or organization details).
* Emails to the customer (your steps 4 and 5). Space settings, Notifications, Customer notifications. The Request created rule is your acknowledgement; Public comment added and Request resolved cover updates. Edit the wording of each rule there, and keep the work item key in the subject so replies thread (Create and edit the content of your customer notifications). Customers who only want some updates can switch notifications off per request from the portal.

One thing to decide early: whether customers should see each other’s requests inside their own company. If yes, enable Sharing requests with organization in customer permissions and add the organization to the request; if a request is for one person only, leave the organization off that request.

Build it this way and adding your next customer is one organization and one queue, about five minutes, instead of a new space.

Lalithesh · Answer

Hello Ganarnek,

* To set up request types, open project settings → Request management → Create request type
* To set up or manage email accounts, open project settings → Channels & self service → Email
* You can customise the Request created notification under Customer notification
open project settings → Notifications → Customer notification → Click on Edit button next to Request created to customise this notification

You can also customise other notification templates in the same section
* If your team wants to communicate or share an update with a customer on any ticket, they can add a comment by clicking on reply to customer. For internal purposes, they can use add internal note

Hope this helps!