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Set reporter field to custom email

Alessio Marotta
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May 15, 2023

We are a MSP, and we wanted to implement the following workflow through JSM:

1. An operator creates a ticket either through an automation or manually

2. The operator sets the reporter to a custom email field, which domain must be part of an approved domain comany (e.g. john.smith@acme.org)

3. The first comment by the operator will send a mail to the reporter.

3. All the comments that will follow will behave as a normal email ticket, where replies sent by email to/from the reporter will be mirrored on the portal as comments.

 

As you can see the description, the typical support request interaction in this scenario is reversed: the operator will contact the user first.

 

But we found some issues when trying to implement this way of managing tickets:

- After creating a ticket, we cannot set the reporter to a custom email, unless it's already part of the registered customers

- There is seemingly no way to activate a user that was added manually (or through a JSM automation), it looks like the user has to click the invite link to be activated

 

We tried other ticketing system, and they had no issues with the implementation of this workflow.

 

We would rather avoid having to add all the users to organizations (even through bulk importing) if possible, since it would require the unnecessary burden to keep track of new users every time they get added to an organization, and make the final user experience cumbersome by requiring registration to the portal.

1 answer

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Jack Brickey
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May 15, 2023

Hi @Alessio Marotta , you might find the following article of use - create-new-accounts-through-email . As well, please note that your agents can use the "Raise a request" feature and add the Reporter's email directly when creating a ticket.

IMG_1858.jpeg

Alessio Marotta
I'm New Here
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May 17, 2023

The issue with this is that this will still require the user to register to the portal from what I've seen.

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