When trying to add a customer via the username, the user account must pre-exist in JIRA.
Entering any valid email address checks whether this email is associated to any pre-existing user in JIRA, adds him/her if found, or creates an account for them (and emails them the invite) if a pre-existing user with that email is not found.
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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