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Send requests by email without having user in Jira

Tadas I'm New Here Sep 15, 2022

Hi,

I need customers to be able send requests by email without having user in Jira and receive notification when it is answered. Typical helpdesk 

I fallowed steps in this link 

https://community.atlassian.com/t5/Jira-Software-questions/Creating-jira-tickets-via-email/qaq-p/1769735

I am able to create tasks, but I can't sent response to customer because I have to assign bug to Jira User and then only user get updates, but not customer as reporter. 

According other  documentation it should be possible. 

https://support.atlassian.com/jira-service-management-cloud/docs/how-do-customers-send-requests-by-email/

it say I should go to Project settings > Email requests.  but is is not existing (picture). Is there any better manual how to achieve my task.    

2022-09-15 12_52_02-Project Test bug track - Notifications - Jira — Mozilla Firefox.png

1 answer

0 votes

Hello @Tadas 

Welcome to the community.

The second document you referenced

https://support.atlassian.com/jira-service-management-cloud/docs/how-do-customers-send-requests-by-email/

...is for a Service Management project. The image you provided is for a Software project.

Service Management is another product for Jira that provide help desk type of functionality. With that product you can set up Service projects and allow "customers" to submit issues through a customer portal or via email. The "customer" does not have to be a licensed user of the Jira instance to receive notifications, but their access to the issue information is limited to what is visible through the Customer Portal which is quite different than what you see as a licensed Jira Software user.

For more information about Jira Service Management refer to https://www.atlassian.com/software/jira/service-management/features

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