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Allow all corporate users to email Helpdesk without creating a paid account

We want all users in our global company of ~5,000 users to create a JSM ticket via email, without creating a paid user account. We have setup the internal email and it does auto-create a JSM ticket, but only for those who have a paid JSM account.

I see the guidance around selecting Allow Customers to Create Accounts, but that doesn't tell me if these are paid seats. I don't want to open it up to 5000 paid seats but we do want to field requests from these people.

Can someone confirm if selecting Allow Customers... creates paid seats?

2 answers

2 accepted

3 votes
Answer accepted

@John O_Reilly -

As mentioned by @Jack Brickey , customers for your JSM projects are free.  Those users (customers) should be assigned to your JSM project's "Service Desk Customers" project role.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Thanks Joseph and Jack. I figured that was the case, just wanted confirmation

2 votes
Answer accepted
Jack Brickey Community Leader May 03, 2022

Hi John,

Customers in JSM project are free users. In JSM only the agents are paid  Licenses.

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