Create ticket on behalf a customer

[Nick]

We are currently evaluating JSD to provide support to external customers, the majority of requests coming in via email (all good), and phone. Generally speaking, we are not in a position to create customers in advance. Is the only option for an agent to raise a request on behalf of the caller via the customer portal?

I appreciate that the customer portal is a single click through, but given the agent may also want to place internal notes, set an assignee or set other customer fields while on the call, having to essentially switch between interfaces is a bit clunky.

[Sloan]

Best way to create a Ticket on behalf of the customer is to do it via the portal. Because it adds the request type automatically.

You can create Tickets for customers as well in the normal JIRA view, but make sure to set the request type immediately and send a comment to the customer, else they won't get properly notified!

Atlassian's approach can be found here: Raising requests on behalf of customers

[Nick]

So just to confirm, there is no way to create a request or issue using an email address for a reporter (that we haven't previously created) via the below screen?