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Is it possible to enable Service Desk customers to view their tickets without an account?

I've done this setup:

Who can access the portal and send requests to Chattahoochee Bluffs Service Desk? = Anyone can send a request without logging in

Can customers create their own accounts? = Yes, by signing up or sending a request

Can customers access and send requests from the help center without logging in? = Yes

With this configuration, anonymous customers can view the portal and create tickets. They get an email confirmation containing a link that has a token in it, but visiting that link brings them to the page that says:

Sign Up: "Sign up to view or comment on the request..."

Is it possible to configure Service Desk and the project so that the tokenized link is all they need to view the ticket status?

2 answers

0 votes

Hello @David Verastegui,

Thank you for reaching out to the Atlassian Community!

Yes, customers still need to log in to the portal to view their tickets. They can create tickets without logging in, but to view all the details, it will be necessary to log in.

There is a feature request suggesting this option:

The only thing that is changing now is regarding the attachments. Currently, the attachments are added inline on the notification and customers need to access the portal to expand an image or download a file. Our developers are already working on it:

If you have any other questions regarding this matter, please let us know.

Kind regards,

Thanks for the confirmation Angelica!

Like Angélica Luz likes this
0 votes

Hi Ethan,

Welcome to Atlassian Community!
Currently, customers need to login to the portal in order to see the tickets. Even if they create a ticket without logging in, if they want to check the status or read all the details, they will have to log in. If they could do that, then other people would also be able to see the ticket that could have private information.
For now, if they don't want to login to the portal, they can just follow up through email until the issue is closed.


Hi Angelica, wanted to confirm based on this time stamp, is this capability still not possible today?

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