Do customers require a login to use JIRA Service Desk?

Is there any way to configure JIRA Service Desk to allow customers to create new requests without being logged into JIRA? We're using the OnDemand version of JIRA if that makes any difference.

8 answers

1 accepted

Hi Kris,

Like @Mauro already said, you can do it by creating an email handler. I'm currently testing this together with a customer. It gives you the advantages of queues, SLA's, reports and even more.

A user can be created based on the email adres from the reporter, this user will not count towards your existing user limit in Jira OnDemand (he will also not be able to login). But you will be able to communicate with your user through email notification based on comments.

The main disadvantage is that a user can not see his or her issues directly in Jira. But you can circumvent this by setting the Browse Project Permission to Anyone (be aware : on Jira On Demand this literally meand everybody on the internet).

For us it seems to work.

Best regards,

Peter

A user can be created based on the email adres from the reporter, this user will not count towards your existing user limit in Jira OnDemand (he will also not be able to login).

Does this apply to the Download version to?

But you will be able to communicate with your user through email notification based on comments.

This is exactly what i would need. Like an OTRS System.

TIA

How do you create a user based on the email? Is it possible to keep it separate from the main user directory? I use Crowd for registered users, so in theory for the other users I could use the internal directory.

Any guidance on how to achieve this?

Thanks

@Mauro: we would like to offer external Requests as well, without Login/Users. Is there a Feature Request for that already somewhere?

A user can be created based on the email adres from the reporter, this user will not count towards your existing user limit in Jira OnDemand

How can I archive this? Is this an automatism or do I have to configure something?

It would also be nice if someone could post a best practice on how to configure the email handler.

Thanks!

Hi Kris,

JIRA Service Desk was designed with a focus on internal service desks. To create issues using the Jira Service Desk interface you'll need to be logged in but you can configure an Email Handler to create issues received by email to the Service Desk project and still make use of Service Desk benefits like queue handling, SLAs and reports.

Hope it helps :)

Regards,
Mauro

JIRA Service Desk was designed with a focus on internal service desks.

Is this still true? If so, it is very unfortunate because I've just spent the better part of 3 days switching from WorkEtc.comto Atlassian and am now finding silly stuff like this. When I saw "Customer Portal" I assumed Atlassian literally meant "Customer" and not "Internal Employee". Very misleading.

Peter/All,

Your testing and discussion sounds very promising as my group of 10 employees are really the only ones who would ever need to actively view JIRA itself. Our dealers and customers - albeit in the hundreds - only need the ability to generate a request/ticket from an email or form/template by imbedded hyper-link. They don't need to actually see the portal, however updates and communications by email would be nice. Would you say our situation sounds possible utilizing JIRA Service Desk with an email handler? Thanks!

Hi Kregg,

Yes that should be possible if you combine the service desk and email handlers.

Best regards,

Peter

Thanks Peter. When you say "email handlers" are we talking about JEMH?

Hi Kregg,

Even the standard Jira mail handlers are good enough.

Best regards,

Peter

peter, we have been trying to switch over from zendesk to atlassian service desk. this basic issue kregg brings up seems to be incredibly difficult. maybe it's just that this was not built to handle inbound and outbound customer email communication?

Hi together, we just implemented JIRA and find it great - now we would like to use the Service Desk for external customers (without an JIRA-login) - are there any news, how that would work? Thanks in advance!

To @Mauro Ezequiel Fernandez Badii,

I understand that this is meant to be an internal tool.  The issue we are running in to is people forget their passwords.  They are still internal users, but have no way of accessing the service desk to have us reset it.

How do I go about getting around this, besides the make a phone call or have a "buddy" submit my ticket routes?

yes, I got very upset when I see this as well.


Luckily, we use 5 more atlassian products in my company, so, one username and password gets you any of them (via JIRA user server).


I still want to be able to use it without login screen tho.

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