How to distinguish between anonymous requests and those of known customers?

Question

Hello,
I would like to activate the e-mail channel so that people unknown to us can also use the service e-mail address.

The requests from personally known and unknown customers should flow together in only one service desk project.

How can we differentiate between customer groups in the automatically sent customer notifications?
We would like to address people we know personally more friendly than the rest. ;-)

In the automation rules I didn't find any possibilities to make this differentiation.

Kind regards

Henrik

Henrik Schulz · Answer

Hey,

I think we were talking at cross purposes.

All customers use the same support@ email addresses for requests. This is evaluated by the Service Desk.
All requesters are automatically created as users in Jira. That's perfectly all right.

But:
Organizational we want to distinguish between customers who are personally known to us and unknown customers.
This organizational differentiation is reflected, for example, in SLAs, the communication channel that is subsequently used or a possible billing.

Until now, we have tried to identify these "known" customers through the management of the organizations.

Now I am looking for a solution to fill the automatically sent mails with a different content, depending on the type of customer.
I have already tried to use "automation" for this. However, there is no differentiation between "Customer with assigned organization" and "Jira-User customers" possible.

Andy Heinzer · Answer

Service Desk has an expectation that all users that would raise a request will have an email address/account that Jira knows about.  As such, at least with just Service Desk, anonymous users are not able to create issues in a JSD project.   So before you consider your purposed problem, it seems like there is another limitation that is preventing tickets/requests being created by truly anonymous users.

How exactly are you planning to get these anonymous messages into this service desk project?

If you were using something like an issue collector for Jira, then it's possible that users could created requests without an account.  But in those cases, a default reporter has to be used, and the users technically are not sending emails to make this happen, they instead have to fill out a form on a webpage to have it create the issue.

Since Service Desk does not charge you any extra for more users in the customer role, in my view it seems to make more sense to just add these new users as customers.  At least that way they can create a support request with your team on that project.

As for then how to see which users belong to which groups, perhaps using the organizations feature in Service Desk might help sort that information out.