Do I need to add all of our staff as customers in JSM so that they can submit tickets via email?

[daniel_sayo]

We are setting up Jira Service Management in our organization. A concern is how we can easily allow all our staff at our organization's domain, i.e. irri.org, to write email to the designated email address of JSM, e.g. support@irri.org, without the need to have each staff registered as a customer user in JSM.  

Is this possible? If not possible, what is the best approach to quickly allow all our staff (roughly 1000 people) to email support requests?

Thanks, looking forward to your answers!

[Naveen Suneja]

Yes ,that’s possible. You just need to add your Support@irri.org ID under email request in Project Settings.

[Naveen Suneja]

just need to make sure that your Support ID should have license assigned, and added in email request under project settings.

[Seon Shakespeare]

Hi @daniel_sayo 

Welcome to the community!

You don't need to add all your staff as JSM customers. They can email requests to your support address (e.g. support@irri.org) even without an account.

Just make sure "Email requests" is enabled in your JSM project settings.

While staff can email without accounts, it's best to encourage them to create one for a smoother experience (they'll be automatically recognised as reporters and get reliable notifications). Here's some helpful docs:

• Adding customers: https://support.atlassian.com/jira-service-management-cloud/docs/add-a-customer-to-a-service-project/
• Account creation through email: https://support.atlassian.com/jira-service-management-cloud/docs/create-new-accounts-through-email/
• Bulk importing customers: https://support.atlassian.com/jira-service-management-cloud/docs/add-customers-in-bulk-to-your-service-project/

Hope this helps!

[Jovin]

Hey @daniel_sayo 

Depending on your Access Settings you do not need to do this. You can allow them to self-create their profile and restrict it to certain permitted domains (e.g. irri.org).

In this case, when they email the support email the ticket will be automatically raised and they can continue to reply to emails to add comments, or when they first create their account officially, they'll be able to see their historic tickets too.

https://support.atlassian.com/jira-service-management-cloud/docs/change-global-customer-permissions/