Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

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.

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Management

Jira Service Management Documentation Opportunities

Hello everyone, Hope everyone is safe! A few months ago we posted an article sharing all the new articles and documentation that we, the AMER Jira Service Management team created. As mentioned ...

315 views 0 10
Join discussion

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