Angélica Luz Atlassian Team

Hello Teresa, Thank you for getting in touch with Atlassian Community! Currently, Jira does not have the functionality for canned responses, it's possible only using add-ons. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-631 Please, click on vote and…

Hi Adrián, Welcome to Atlassian Community! I see that this question is flagged as Jira Service Desk, so I would like to clarify what screen is this issue happening. Is it happening on the Queue view or on > Issues and filters > Search issues? If it's not on a Service Desk project, please let us know if this issue happens…

Hi Yolanda, For customers to be able to share the ticket with other customers and organizations, please go to Project settings > Customer permissions > Who can customers share requests with? > "Any customer or organization, by searching this project. This option allows them to search all customers in the current project."…

Hi Yolanda, Just for us to better understand and help you with this issue, can you please let us know how these tickets are being opened? Is it being created in the customer portal, email or through the + button in Jira? Is it happening on all the tickets? Is it happening to all customers? Just for clarification, customers…

Hi Kelly, Yes, this answer applies to all Jira Cloud and Confluence too. The screens on Site administration has changed now, but the idea is the same, remove the site-admin group from the products. Regards, Angélica

To show how old I am, here is a picture of me with a record player.

Hi Josh, Just for us to better understand and help you with this issue, can you please let us know if they are facing any error when they try to login after an administrator set a new password? As you are a site-admin, can you please set a password for the customer and then go to the portal to try to log in? If they click…

Hi Irma, Welcome to Atlassian Community! Just to make sure that we are on the same page, you want to add free text fields in the customer portal for the customer to fill while creating the ticket and you need these fields to have a default text to help the customer, is that correct? I can see that the information from the…

Hello Esther, The automation is limited to only reporter and customers involved, it's not possible to add other groups or email addresses. We have a feature request suggesting this: - https://jira.atlassian.com/browse/JSDCLOUD-4309 For now, it's necessary to use an add-on like Automation for Jira. This add-on has the…

Hi Darryl, Currently, we don't have the date of when the new issue view will be rolled out to everyone without the option to roll back. There are many features missing, that's why we have the option to enable and disable. The same as the New Jira Experience, the main billing and technical will receive an email informing…

Can you please check with your IT manager if our IPs and domain were whitelisted? They can check the IPs and Domains here. Is it happening only on Google Chrome? Have you tested using another browser or incognito mode? How is the attachment being added? Is it by the Browse option, drag/drop, copy/paste? With these details,…

Hi Demi, If they still don't have a password to access the customer portal, they will receive an invitation saying that they were invited to the portal and a link to finish the account setup: If they already have a password to access the portal, they will receive this email:

On a service desk project, there is "Customer notification" where you can set a notification for the customer to receive when they create a request.

Hi Catrine, according to our Implementation of New Features Policy, we don't publish roadmaps for features, so we don't know when this feature will be released.

Hi @Sophia Just to make sure that we are on the same page, would like to see this functionality on Confluence? Is it Cloud or Server? If it's not related to Confluence, can you give us more details about where would you like to see the pages? Regards, Angélica

Hi Zhanna, Welcome to Atlassian Community! The error 401 means that he was not authenticated and he should be redirected to the login page. What type of notification he is receiving? Is it a customer notification or agent notification? Is he the assignee of the ticket? Can you please check if this user has all the…

Hi Ciaran, There are two settings that may be causing this issue: 1 - The customer does not have permission to create the ticket. You can check this in the logs on Jira settings > Products > Email requests > View log > Processing log. Please, let us know if it shows an error. If possible, send us a screenshot. 2 - Please,…

Hi Benjamin, I saw that you have a ticket with our support related to the same issue. As mentioned, what is happening is expected since the 403 HTTP error means that the customer is authenticated but they don't have permission to access the attachment. If they were not authenticated they would receive 401. - 401…

Hello Andrew, Currently, customers must log in in order to see the ticket, since the link is not private, so if the customer could see the ticket without login in, other people would also see the ticket and it includes their private information, that's why they need to log in. We have a feature request suggesting the…

Hi Sudarshan, Currently, it's possible to associate only two emails to a service desk project. You can use the email that is generated by Jira and a custom email address, so you can associate these two emails to different request types. If you need to use three different custom emails for different request types, I'm…

Hi Bob, I saw that you created a ticket with our support related to the same question and it was already resolved. Please, feel free to post the resolution here to help other customers that may face the same issue. Regards, Angélica

Hi Gil, It's possible to set the days of the week and the time that you will receive notifications in the app, but it's only available for Android: Account > Notifications > Do not disturb For iPhone, this option is not available, so I created a feature request suggesting the implementation of this ability: -…

Hi Chris, It's possible for customers to see pages without a license, but it's required that you migrate their accounts to Atlassian account. They will be able to see the pages of a space that is linked to the Service Desk that they have access. I've created an article with all the steps: - How can I make my users and…

Hi Manuel, I saw that you opened a ticket with our support related to this same question and it was resolved by enabling the email processor on Jira settings > System > Global mail settings. If you have any other question, please count on us! Regards, Angélica

Hi David, Welcome to Atlassian Community! If you referring to the notification email, yes, it's possible to change the email address, so customers will receive the notification from a custom email instead of Jira's email address. You can find the details and steps on the documentation below: - Configuring Jira Cloud to…

Hi Maria, Currently, it's not possible to customize the pages or add buttons in the customer portal. We have a feature request suggesting that instead of "Back to help center" it has the option to go back to the project they have opened the ticket: - https://jira.atlassian.com/browse/JSDCLOUD-5456 Please, click on vote and…

Hello Trevan, Currently, it's not possible to disable the share button in the customer portal, but as a workaround, if your customers are not in an organization, you can select the option "Other customers in their organization. This option only allows them to search for customers in their organization", so if they are not…

Hi Kelly, There are two settings that may be affecting the field to work correctly. As you mentioned that you as a site-admin can't find users, you must go to Jira Settings > System > Global Permissions and check who have permission to Browse users and groups and you can add or remove the groups that will have this…

Hi Andrew and welcome to Atlassian Community! Currently, it's not possible to add more fields on the widget. It will only show the fields added to the request types available in the project for the customers to fill. We have a feature request suggesting the implementation of this ability:…

Hello Brad and welcome to Atlassian Community! Currently, it's not possible to search for organization or customers because the app is not specifically for Jira Service Desk. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-152 Please, click on vote and…