The best way to create LIVE support for non registered users?

Hello boys and girls,

Please help us - What is the best way to create LIVE support line for not registered (all public) users on JIRA? Actually Service Desk fits perfectly, but we don`t want to create account for each client or any user or even create a one user for everybody. Does anybody have experience on this? Mostly we need to track bugs, get queries about desirable updates, report problems and ask any basic questions.

Thank you!

4 answers

1 accepted

Yes, I tested on my instance as well and it worked fine.

Be sure that you edited the permission scheme that's in use on your project that you wish to be opened to anonymous access (I'd suggest that you don't use the same scheme for different projects so Anonymous users wont be able to create issues outside your desired project).

Be sure as well that you tried to create an issue inside the project you enabled the anonymous access.

There's another thing: I had to set the "Reporter" field on my project Field Scheme as optional as well.
(Forgot that detail. Sorry for omitting that info, that was not my intention.)

Here are some SS of my instance:
http://imgur.com/POEoITh,UeXrPvY,OYYP0VM#0
http://imgur.com/POEoITh,UeXrPvY,OYYP0VM#1
http://imgur.com/POEoITh,UeXrPvY,OYYP0VM#2

Any other questions, I'm here to help!

Well, I would not be comfortable having anonymous users read and write content in a production JIRA environment. And if we are not able to respond to the individual user in JIRA, it becomes pretty hard to solve their issues without resorting to channels outside JIRA.

Joao, I hope there will be a solution to providing external user support eventually, because without this I struggle to see the business value of the Service Desk in this scenario. Even if it this module could be useful for providing internal support, you could argue that is what we are already doing using regular JIRA.

I second that. Ideally, I would see Service Desk's Customer Portal to have separate client's accounts so they could track the progress of their issues (get notifications, etc.) but not interfere with internal JIRA, which In my understanding, is more like a tool for eployees. Not mentioned, that having separate account for each customer would have signifficant impact on the license fee...

Hey Sarunas!

Happily there's a couple of workarounds for this specific situation.
You can go to the permission scheme of your project and add the group Anonyone to the Browse Project and Create Issue permissions in the permission scheme of the project.

You can also configure to create issues anonymously via e-mail.

Let me link you to some good material!
https://confluence.atlassian.com/pages/viewpage.action?pageId=345637358

If you have any questions about the features or the process involved, please ask!
Any other greater difficulties I'd suggest you to address an issue to the Atlassian support team!
https://support.atlassian.com

Cheers!

Hey Joao,

Did you tried this way by yourself? JIRA is still asking me to login. Even tried to add permissions for ANYONE to BROWSE PROJECTS - doesn`t work - JIRA asks to login.

I have managed to set this up but I dont get the service desk link at the top of the page, Also the customer portal redirect me to the log in page.

Joao, do you have any solution for this? as i see your screenshots dont have it as well.

Well, I would not be comfortable having anonymous users read and write content in a production JIRA environment. And if we are not able to respond to the individual user in JIRA, it becomes pretty hard to solve their issues without resorting to channels outside JIRA.

Joao, I hope there will be a solution to providing external user support eventually, because without this I struggle to see the business value of the Service Desk in this scenario. Even if it this module could be useful for providing internal support, you could argue that is what we are already doing using regular JIRA.

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