So essentially I need help with creation of an open source JSM Project without adding additional users to my billing cycle. I need to create a customer service portal for ticket creation wherein any of my customers can come in and fill in their request however should not get added as a user to my JSM. They should receive the ticket updates and everything along with it. Can anyone assist with this part? Thank you in advance!
If you’re using Jira Service Management (JSM) and want to allow customers to submit requests without being added as billable users, you typically need to use the JSM Customer Portal—but that still requires them to be added as customers in Jira.
To bypass this and enable truly open, unrestricted form submissions, you might want to check out Smart Forms for Jira.
How Smart Forms for Jira Can Help
✅ Allow unrestricted ticket creation – Customers can submit requests via public links or embedded forms without needing a Jira account. ✅ No extra billable users – External users don’t get added as Jira Service Management customers. ✅ Choose Request Type from Form Responses – The form can dynamically assign the correct JSM request type based on user selections. ✅ Form Fields Can Become Issue Fields – Responses from the form can map directly to Jira issue fields, ensuring structured and automated issue creation. ✅ Seamless Issue Creation – Automatically generate Jira issues from form submissions. ✅ Attach Forms to JSM Requests – Use Smart Forms alongside JSM Forms or as a full replacement. ✅ Forms Can Be Added to Issues & Shared for Submission – Easily attach a form to an existing Jira issue and share it for additional input. ✅ Send Ticket Updates via Email – Notify requesters of ticket status changes even if they don’t have Jira access. ✅ Pre-fill & Automate Workflows – Auto-assign categories, priorities, or teams based on form responses.
How to Set It Up
1️⃣ Create a Smart Form – Design your customer service request form. 2️⃣ Enable External Sharing – Generate a public link or embed the form on your website. 3️⃣ Enable "Create New Issue" – Automatically turn submissions into Jira issues and assign the correct request type dynamically. 4️⃣ Map Form Fields to Jira Fields – Ensure responses go into the correct issue fields for easy tracking. 5️⃣ Attach Forms to Issues – Allow agents to send a form to gather more information on an existing request.
This lets you run a fully open customer support system without requiring Jira accounts for external users, making it a great alternative or complement to JSM’s native forms.
Would you like help setting this up? Happy to guide you through it! 😊
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The way JSM works is that customers are free users. Only agents, those who work on the issues, are licensed (paid) users. Does this not meet your needs?
Thanks for the response Jack, and yes, this is my requirement, however current forms are not allowing customers to raise a ticket without logging in. Could you please guide as to how we can do the same?
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