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Is it possible to make login-free portal for Jira Service Desk Cloud not anonymous?

e_sorkina I'm New Here Jun 04, 2021

There is an article about login-free portal for Jira Service Desk

It's mentioned that agents see the new request channel type Anonymous Portal. Is it possible to make it not anonymous? Cause the agents need to know who comes to portal.

1 answer

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That's a contradiction in terms. 

If you're anonymous, then other people and systems don't know who you are.  If you want to know who comes to a portal, then they have to tell you, which means they're not anonymous any more.

Login-free does retain the anonymous, it means the user does not have to tell you who they are (by logging in), but you're effectively relying on their willingness to tell you who they are when they volunteer contect details and emails etc.  Those may not be accurate, or they may not tell you enough to identify a particular contact, so despite those details you may still well "not know who comes to portal".  And you'd need to build something that at least tries to identify them unless you wanted your agents to have to try to guess and record each contact, or ask the customer who they are directly!

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