iPhone app access for service desk customer

[Joe Wilkinson]

One of our service desk customers would like to use the Jira iPhone app to log requests/receive notifications. They say the mobile browser portal experience isn't great.

Having done some reading it seems that the app is designed for the back-end team and not for customers - and customers cannot login to it.

Is this correct?

A secondary question - it seems a service desk can have plain "customers"/"organisations" which are registered in the left-hand blade of the agent screen of the service desk. However, if you drill into the project settings in the "People" section, one can also add people here and assign a "Service Desk customer" role to that person. What's the difference? I note that existing customers at the top-level don't show up in the project settings > people area.

[MobilityStream]

Hi @Joe Wilkinson ,

If you are open to a solution from the Atlassian Marketplace you might want to look at the app our team has been working on. 

Mobility for Jira comes with two mobile apps for iOS & Android which both can be used without limitation once the Jira add-on has been installed.

• Mobility for Jira - Portal (iOS, Android) for customers to create tickets. It has Push Notifications and supports a variety of popular 3rd party apps such as Refined, ElementsConnect, Forms, Assets, DynamicForms, etc.
• Mobility for Jira - Team (iOS, Android) for Jira users and agents.

The app is priced based on your Jira user tier. JSM Customers are free.

Kind regards,

The Mobility Team

[Rilwan Ahmed]

Hi @Joe Wilkinson ,

Regarding your second question,

Both People and Customer are different. Customers are users who can create tickets on your service desk portal.
People are generally users who actually work on those tickets and are internal to your organization. 

Users who are in the "service-desk-team" role in the people's section are actually agents and count towards the agent license.

Please read complete description here

https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html