How can everyone be visible in service desk if they e-mail the support e-mail ?

Muriel Buyse

We provided our patients our support e-mail and we would like to receive them in our Queues list, how can we do that? Now we don't receive e-mails in this list (because they are not added as a customer), can the e-mail be saved in the customer list? 

And how can we notify which 3 people will respond to the tickets? (to fall under 10$ per month?

Asim K

Hi Muriel,

If you like your customers (patients) to raise requests in your service desk with you adding them as customers, then you need to set customer permissions in your service desk project to Anyone can access and raise requests.

You can learn more about customer permissions from the Atlassian cloud support articles below:

* https://confluence.atlassian.com/servicedeskcloud/set-up-customer-permissions-732528940.html

* https://confluence.atlassian.com/adminjiracloud/global-customer-permissions-895930616.html

Regarding your question about people who will respond to tickets, please note that Agents in service desks can work on tickets raised by customers. Agents are licensed users of service desk. You can learn more about adding agents to your service desk in this Atlassian cloud support article

*  https://confluence.atlassian.com/get-started-with-jira-service-desk/add-service-desk-agents-917968322.html

Jira service desk uses two different types of notifications for Agents and customers. If you need to know more about how to setup notifications for customers and agents in service desk, please go through following article

*  https://confluence.atlassian.com/servicedeskcloud/managing-service-desk-notifications-732528936.html

 

I hope this answers your query.

-Asim Khan