Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Is there a way for people to email the service desk without becoming a "customer", per se?

I've enabled email channel for my service desk (cloud) and i want to list the email address as the contact info for my company.  The idea is for the user to email a centralized location so that everyone in the office can share csr duties.   I've read Atlassian's documentation regarding email support, but I still have questions.  For example, I don't want people who email servicedesk@example.com to become "customers".   I want this to be a completely open channel - anyone with the address can email it and a ticket would then be created.  Can anyone help me with some quick and easy instructions on how to do this?

1 answer

1 accepted

1 vote
Answer accepted

Hello Tonya, 

This is exactly what a customer can do. Anyone with the Service Desk's email address can send an email which in turn creates an issue. The reasoning behind creating customers is that the sender will need to follow back on their ticket. The requests will be viewed by every service desk agent. 

I am not sure I understand why the native functionality doesn't cover your needs. 

Zoi, thanks for the reply.   Would these additional customers be seen as "users", i.e, would I have to purchase more user licenses???

No Tonya, they don't consume a license if they don't have access to any of your products but the service desk portal. 

So as long as the users don't have a Jira Software user, Jira Service Desk agent, or Confluence user license you will not need to increase your license tier. 

Hope this helps

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Asked in Jira Service Desk

Calling all Insight users, we need your help!

Hello Insight users,  As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials. It would really helpful if you can ...

147 views 1 0
View question

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you