Can you seperate email request access configuration?

[Linda B.]

Hello,

We're preparing for our transition to JSM Cloud Standard and have a few questions about its capabilities. In our previous system, we had a customer portal accessible to employees and students through domain verification. However, we also received email requests from various domains, as customers sometimes used their private emails to reach us.

Is it possible in JSM to have different settings for channels? Meaning, you can raise an issue after registering as customer with allowed domain or send an issue from email no-matter the domain. And is this setting possible with seperate KB for customers and service desk? (I hope they're going to add KB permission per group soon...)

I have a concern that this may not be possible, as issue submission (including via email) and portal access seem closely linked.

I would appreciate any clarification on this matter.

Thank you!

LB

[Adolfo Casari]

@Linda B.Maybe this can help you,

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-the-customer-permission-settings-for-email-requests/

[Linda B.]

Hi Adolfo,

Thank you for the tip! I presume that when my option is missing from the articles and customer access options, it’s not possible. I want to allow customers to access the portal only with a certain domain (internal access), but if they are using a different email, then register them without access to the portal. It seems impossible because you would need to allow external users to raise an email request. For the separate KB, you need internal users only for it to work properly. So I guess the only option would be buying Confluence licenses. The problem is we want every agent to be able to add to the internal KB for other employees to see. That would mean many Confluence licenses just for building the internal KB, which is just small part of the product...

Thank you, Linda.