We currently use Zendesk, and I'd love to switch. When I last trialed Service Desk it required a login to submit a support ticket. Unfortunately if our users are required to create an account to submit tickets they won't do it. Does the Service Desk now allow anonymous access? Also do you tie in the confluence questions to the Service Desk? Finally, any plans to integrate with Twilio?
No. To use service desk, you have to log in some form, just so you can actually get feedback. It needs to identify you. Anonymous access to a service desk is actually useless - when you fix something, how do you tell the user if you don't know how to get hold of them?
But, since version 2, users do not need to be "full" JIRA users. The portals allow them to access the issues with a minimal amount of contact detail.
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