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How to allow anyone on the internet to log a ticket in Jira Service Desk


I have a requirement where I want to allow ANYONE accessing our public facing web site to be able to log a ticket in Jira Service Desk.

Ideally I'd like to be able to have their enter their details as well :

 - Name

 - Phone

 - Email Address

 - Issue or requirement


Can this be done ?

1 answer

Here's a KB on How to manage access to your JIRA Service Desk cloud. So basically you'd need to set the customer permission to "Anyone can send a request without logging in". If you don't see this option under your Customer Permission settings, check you Service Desk configurations <domain> and set the Can customers create their own accounts? field to Yes. That should enable public access option

As for the customer details, JIRA Service Desk only provides Name, email address and issues that were reported by the customer but not phone number. For that you would need a CRM add on such as JIRA Cloud for CRM or you can just add a new custom field on the request form, so your JIRA Service Desk customer can enter the phone number when creating a request.

Hope that answers your question!

Why can't I reply to your answer ?

Why can't I reply to your answer ?

I first had to turn this setting on :
Can customers access and send requests from the help center without logging in?

It was on :
Jira Service Desk configuration
Customer permissions

Once that was turned on the setting changed to :
Customer permissions
Who can access the portal and send requests to BasicServiceDesk project?
Customers my team adds to the project
Anyone can send a request without logging in
To allow only people with accounts on to send requests, change the Global settings.

So thanks for that anyway !

Its VERY disappointing that Jira ServicdDesk doesn't have even a basic way to capture new customer information / details 'out of the box'.
What is the best and/or easiest way to do this ? Add a new custom field to the request form ?


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