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

Do Service Desk users always have to create an account or log in?

Benjamin Dyer Feb 05, 2015

Sorry, that question is a bit of a mouthful!

However I'm really keen to allow our users directly into the ticket creation flow without having to sign in or create an account first. The log in / create account screen is a barrier to users, they give up before they ask a question. So is it possible to ask for an account creation after a ticket is raised?

4 answers

1 vote
Benjamin Dyer Feb 05, 2015

Thanks for the replies @Dave Truman, @Jobin Kuruvilla.

My biggest problem with Service Desk is actually the high barrier to entry for customers. These are customers who are probably irritated already so putting a register login flow between them and a resolution isn't a great idea. I love JIRA and I am committed to using it but when you look at offerings from many of the other dedicated service desk companies they understand the user flow much better.

Forced account creation is a big stop sign, ecommerce companies learnt this years ago. Its much better to do it at the end of the process.

I might look into an issue collector though.


0 votes
Dave Truman Feb 05, 2015

I'm working through a similar requirement myself. The bottom line is that Service Desk only creates new tickets for users it knows, that is, have an account. Otherwise it just throws out the incoming email.

My thought is that if I can create accounts for my users in bulk via the JIRA API, they can then email in to open a new ticket and then work with Service Desk entirely by email, never having to log in or use the portal (though those that really want to still can). I haven't done this yet but it looks possible in theory.


0 votes
Jobin Kuruvilla [Go2Group] Community Leader Feb 05, 2015

If you don't expect the customers to track the questions, you might want them to use an issue collector instead of Service Desk. With service desk, you expect that the customer wants the status of the issue and so they need to have an account for that.

With issue collector, they can just ask the question and they will come to JIRA automatically. But then, it loses all the cool features of Service Desk, like SLAs.

0 votes
Vlad Fratila Sep 01, 2015

Hi, same issue here, frustrated customers that need support should not hit a brick wall in the form of a Register flow, when they've probably just completed one a few days ago to buy your product.

Any idea if creating a SD user is possible through the current JIRA API?

Suggest an answer

Log in or Sign up to answer
This widget could not be displayed.
This widget could not be displayed.
Community showcase
Published in Jira

Try Jira Cloud for Outlook: Organize your work without leaving your inbox

Hi Atlassian community, My name is Max and I work on the product integration team at Atlassian. I am pleased to announce the early access program for the Jira Cloud add-in for Outlook. This add-in...

1,265 views 2 13
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