Interacting with customers without them having to log in

We're trying to set up JHD so that customers (individuals) can raise tickets by sending an email, see updates about their ticket in their email inbox, and update the ticket, all without having to log in.

Is this possible, and if so, how?

Thanks,
Jonathan 

1 answer

1 accepted

1 vote
Jack Brickey Community Champion Oct 26, 2016

You can set up an email channel for each project (Project Setting>Email Requests). You can use the default email address provided by Atlassian or create a custom one.

  • A customer simply sends an email to the address and a ticket is created.
  • The customer receives an automated email notification when the issue is created.
  • Agents can add public comments that will result in an email notification back to the customer.
  • The customer can reply to the email and the comment is added.

Limitations:

  • Customer must navigate their emails to see where things were last left. In the portal they can observe all communications and status in one easy to locate spot
  • The ONLY data that can be provided in an email is Subject & Body. Subject become Summary and Body becomes description. With portal you can enforce a number of required fields, e.g. priority, etc. You could consider creating Automation rules that would parse the comments for priority but this is not foolproof.
  • The portal can be setup to allow customer to transition issues, e.g. to resolved or reopen. Again, you could set up automation rules to parse comments from customers.

hope that helped.

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