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Manage tickets TO external customers


So this is the situation. We currently have one primary channel, e-mail. Our customers can submit tickets, by e-mailing to the connected e-mail.

What we want to do now, is setup Jira Service Management to allow us to create at ticket with our customer as the target. In a sense we would treat ourselves as a customer in this case. This should be easily duable, but can't seem to figure out how to do it effectivly.

Jira Service Management has all the proper mangement for tickets. So we also want to use it for managing outstanding requests from OUR end TO the customer. These tickets are initiated and created by US and TO the customer. (the customer also processes this using their own ticketingsystems).

What is the best solution for this? Preferrably we want this inside the same project.


(my gutfeeling says, create a new issue type and new workflow)

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