Submit a request from a mobile app and track on JSD

Question

Our business is a mobile app game and customers use mobile for the interaction with our support team now. Currently, we receive emails for support tickets and manually track it. Is there any way we can show a form on mobile front and a user can submit the request on our game app itself, say from the 'help' screen? Once they submit the request, we need to maintain it through the JSD platform and take up the requirement from there. Kindly advise.

Prince N · Answer

Hi Joseph,

Is the customer added to that Project in your Service Desk? check under the Customer Nav tab and see if the customer exist!

Cheers,

Prince

Joe_iqpsdd · Answer

I already tried to change the email address of reporter to the customer email and it says that "The reporter specified is not a user.". Kindly advise.

Prince N · Answer

Hi Joseph,

You will need to make sure that the Customer is either the Reporter/Request Participant of that ticket and not one of your Internal users for the customer notification to be sent. you can do this by having the assignee of the ticket to manually change the Reporter field with the email address since an Agent will eventually work on the ticket.

Let us know if you have any clarifications.

Cheers,

Prince