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Is there an How to Document that walks client s on how to summit request via email

Yolanda Vega

I'm new to my role and responsible to implement and train users on how to enter client/users for Service Desk request support. Is there an How to Document that walks client s on how to summit request via email? Also how to setup the system?

Accepted answers

Jack Brickey

@Yolanda Vega, welcome to the Community! There really isn't anything special about submitting tickets by email. Here are the highlights to be aware of:

submit ticket by sending an email to abc@urcompany.com (you simply provide the email configured to support the feature.
the email subject becomes the Summary of the issue and the body becomes the Description of the issue
If they wish to comment on the issue then the can reply to the email thread that has the issuekey in the subject. If the issuekey is not in the subject it will create a new issue.
If they wish to check status they must use the Portal

Here is an article that might help - Receiving requests by email

All comments

Jack Brickey

@Yolanda Vega, welcome to the Community! There really isn't anything special about submitting tickets by email. Here are the highlights to be aware of:

submit ticket by sending an email to abc@urcompany.com (you simply provide the email configured to support the feature.
the email subject becomes the Summary of the issue and the body becomes the Description of the issue
If they wish to comment on the issue then the can reply to the email thread that has the issuekey in the subject. If the issuekey is not in the subject it will create a new issue.
If they wish to check status they must use the Portal

Here is an article that might help - Receiving requests by email

Yolanda Vega

So how does a client create there Portal for status check?

Jack Brickey

the customer doesn't create the portal. The portal is provided to you when you create a project. You can find the link by going to project > Channels. You can/should share and share the link w/ your customers. This generally occurs when they receive the invite to login.

Yolanda Vega

I'm new to JIRA Service Desk... when is the invitation sent to client?

Jack Brickey

when you add a customer they are sent an invite. I recommend you start with this documentation/tutorial on getting started. That link is to Cloud version so if you are on Server click in the upper right on that page and choose your version.