if a client sends me directly their request for support instead of sending their email to the general support email email@example.com, we cannot assign them as a reporter unless they have previously already sent a previous message to firstname.lastname@example.org. In these cases, I need to right back to the client and ask them to forward their request to email@example.com so I can manager our exchanges through JIRA.
Can you help?
When a user sends a message through the Email Channel, and that user's email address is not recognized, the user is created and they are sent an invitation.
If these users are bypassing the Email Channel and you want them to have an account, your alternative option is to create the account yourself – https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html#Settingupservicedeskusers-Managingservicedeskcustomers
To manually invite customers:
- In your service desk project, select Customers and then select Invite customers.
- Enter your customer's email address or invite multiple customers. Your customers will receive their new account details by email and will be added to the Service Desk Customer project role.
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