JIRA Service Desk Customers

Hello JIRA Support Team,

I have a lot of questions regarding the user/customer management in JIRA service desk. But first the things I intend to do/I like to have JIRA do:

Even "firstier" some infos regarding the environment: 

We have confluence and JIRA installed on the same server within company "limits". (We would like to link them with some special requirements. But that maybe an issue for a later question)

For our customers (we are an IT service company, so JIRA should be ideal for our requirements) we have external access to JIRA  service desk. Thats why the only way the customers should raise issues/requests is via an email to an address configured in the email handler of JIRA service desk. This part is working, but with side effects, which I hope you can eradicate with your answers. 

So the main questions is:
Is it possible, that a customer of ours can raise a request/issue, who has - as of now - no account in JIRA service desk with the sender's email address, with his e-mail address showing up as author?

When you let us know how to do that, I guess a lot of tangential questions will be answered too. So let us stick with the main questions so far.


Thanks in advance

With regards 


P.S.: Have nice a holiday time.(X-mas, Kwanzaa, Hanukkah, etc.)

1 answer

0 vote
Jack Brickey Community Champion Dec 07, 2016


I'm having a bit of trouble following your request but let me start w/ the following answer/statements...

  • You can add JSD application to your current JSW/Confluence instance.
  • You can set up JSD such that anyone can create a customer account via email. The way this works is, you provide your customers with a 'support request email' that you set up for each project (projects = companies you service). When your customers send in their first email support request then they are added as a customer using their email address.

hope that helps getting you started.

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Julia Dillon
Posted Tuesday in Jira

Tell us how your team runs on Jira!

Hey Atlassian Community! Today we are launching a bunch of customer stories about the amazing work teams, like Dropbox and Twilio, are doing with Jira. You can check out the stories here. The thi...

492 views 1 18
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you