Add a customer to a Project

We added a customer to our Jira Service desk. Nevertheless for projects we feel more confortable to add a customer directly to a specific project rather thenraising tickets in the service desk.

I figured out, that I can add the Customer user with "@" in the comment box of the specific project. Customer is also getting e-mails when I comment the project but ones customer click on reply in the mail, he gets to the service desk portal rather than the specific project, were I mention the customer user with "@".

Looking forward for any valuable suggestions.

Thank you.

1 answer

This widget could not be displayed.

Hi Alessandro,

If I understand your request correctly you would like to add customers to the Service Desk Projects directly instead of having them use the portal.  The purpose of Service Desk is to have the customer use the portal and the agent respond to the request.  This would be the same functionality you see when you submit a ticket on the getsupport portal or via your instance.

You also stated you added them using an @mention.  An @mention does not actually add them to the project in the way that providing project permissions would which is why they're being re-directed to the portal when they attempt to reply to the notification they got.  In addition, if you add the customer to a project via Project permissions they will consume a license.  

Please review the permissions overview and the JIRA Service Desk FAQ to determine the best way to go forward for you and go from there.

Cheers,

Branden

Good day Branden

Thank you for your reply. Actually for me it is not clear, that when you add customer to the service desk and when to the portal (e.g. Kanban).

Regards,

Alessandro

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted Wednesday in Teamwork

What teamwork quotes inspire you?

Hey everyone! My name is Natalie and I'm an editor of the Atlassian Blog and I've got a question for you: What's your favorite quote about teamwork?  We've compiled a list here, along with...

135 views 16 7
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