Our organization provides software support to a number of separate customers in Jira Service Desk. Currently, for all of our customers, we require that a user create an individual account to be able to log in and view tickets in their Portal. The customers in each Jira Project are only able to view their organization's tickets as a security measure.
We're working with another customer to take over their application support, which is supplied to thousands of users, so forcing all of them to create individual Customer accounts isn't practical. I am trying to determine what risks we may encounter by opening up a specific portal to allow any user to create a ticket without an account.
Thank you for any insight/help!!
yes, when the portal is open something like unwanted mails could occur but this depends on how easy to guess the URL of your portal actually is.
Requests can be shared if a customer wants to do this - but they cannot look into other projects (this is something only an Agent can do).
Who the customer can share with is explained very well in the following article:
Probably an e-mail address which the customer can use to raise a request would be an option - categorization of requests via portal is quite better but it comes with a few drawbacks like you described.
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