Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Service desk customer activation email Edited

We are using service desk in order to manage technical support with our products. An email asking the user to activate an account is sent, i want to avoid that. Also when we receive a call from a customer and we want to add a ticket, we need to create a customer first and then link it to the ticket. The user then receive an email to create an account again. I understand why but i don't want that, is it possible? I can't find any option around this activation email. 

1 answer

I don't know if this would be helpful, but our app have a feature that may solve your problem.

You may use Tinker for JSD public customer portal on your servicdesk that allows you to create a ticket and a user at the same time by entering email on request creation screen

However the agent won't be captured since you are creating requests anonymously.

The beauty about this is that you may have agents receiving calls and creating requests without occupying an agent license (if they only create) .

Thanks! Ill check this plugin. So the user doesn't receive the account creation email but still receives the ticket update emails? 

Yes exactly, they will receive the usual email after request creation 

Just confirming that we got your request. We're on it.

This is exactly what i need. I added the plugin, where do i see this form to create a ticket by entering email on request creation screen?

Also, i just noticed that sending an email to my support email will ask the user to activate his account. Any way to avoid that too?

Awesome @hhenry-garon

Now you need to setup public customer portal

After setting up the public portal by following the above guide.

Users and agents can access the portal without logging in, and can create requests by filling customer portal forms and email.

Make sure that you choose create user behavior, so the portal creates users and requests simultaneously 

Thanks, i see it works, i go into the portal and and i see the email field which is perfect. Only thing is, if my agent is logged in Jira, he needs to logout and get on the portal anonymously right? Otherwise it won't work. 

Yes unfortunately that is true. Agents need to be logged out to use the public portal as it was built to serve anonymous users.

However your agents may use a different session for public access, (e.i. chrome Guest mode, different browser, other chrome user).

So they dont need to log out and log in simultaneously 

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

196 views 1 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you