Support Requests from anonymous users

[Thomas Fozzi]

Hi,

I'm trying to configure JIRA Service Desk to manage support to users (customers).

I don't want them to access to any Customer Portal, though. Neither I want to have users' self-registration (as we have hundreds).

Is this manageable in JIRA Service Desk ?

In the configuration I set

Can customers create their own accounts?   No, only my team can create accounts

and I observed that email requests sent from new (never used before) e-mail addresses don't result in any issue creation.

Having the automatic creation of an account for any new customer is the only option or there is any workaround?

Thanks,

Thomas

[Angélica Luz]

Hi Thomas,

Just complementing what Victor said, yes, only if you allow public signup customers that do not have an account on your instance will be able to open a ticket through email. If they don't have an account the ticket won't be created and on the logs it will show an error that "Signup is not currently available".
You can check all the details about requests by email here.

Related to the customer portal, it's not possible to disable, so even if you remove all request types from the portal for them to do not create tickets, they will be able to log in and check their tickets on the portal.
We have a feature request suggesting the implementation of this ability:
- https://jira.atlassian.com/browse/JSDCLOUD-1012

Regards,
Angélica

[Thomas Fozzi]

Hi Angélica,

indeed I ended up enabling automatic account creation when a new customer sends a support request. Although I didn't want this, it seems the only way to let customers open an issue through email.

As for the customer portal, I temporary solved by not publicizing the link (I'm using an add-on which allows full custom notifications, and I removed any link to the portal).

Anyway, I wonder: if customer's accounts are created silently and no password is sent to them, how can they signup and access the customer portal?

Thanks,

Thomas

[Angélica Luz]

Hi Thomas,

The only way for them to do not access the customer portal is by removing the links on the notification which you already did. If they don't have the link, they won't be able to access.
I just tested here and when someone that does not have an account sends an email to create a ticket, the account will be created and the only email they receive is the confirmation email of the ticket, so they won't receive any invite that will redirect them to the portal.

Regards,
Angélica

[Victor Mutambuki]

Thomas,

In JIRA, your account is in Private mode, where Only Admins can create new users.

In JSD, you don't want any user to create account. Thus, Anyone can email the service desk or raise a request in the portal  isn't an option.

So, you have 2 options in your JIRA. Make it Private or Public. What you decide here will affect how users are created in your JSD.

Victor

[Thomas Fozzi]

Hi Victor, thanks for your reply.

I'm not sure I got it right.

I understand there are these two options, which I might want to be both enabled.

What's the result if I enable both?