CSM App and public sign up for external customers

[Rose Sahagun]

Hello! we currently have a public facing desk that interacts via emails with external users. We had to make it Open/Public in order to leverage emails creating requests from external users - to our understanding the public sign up piece needs to happen in order for external users to interact via email as they have to create an account and can then email. We have restricted all other portals and all request types on the Open desk so its not visible to external users but they can sign up then interact via email with the desk. 

We would like something more secure and our Atlassian CSM discussed this new CSM App as a possible solution. 

My question is for the external customer service sites that can be set up with CSM - does this solve for not having to setup public sign up in the main JSM? We are after a way that these external folks can submit via email w/o having the account sign up piece in the main portal or company side portal so that its not exposed thought it does have to be available externally.  

[vwong]

Hi Rose, I am Vincent from the CSM product team.

But what you mention is correct! 

CSM being a seperate app to JSM allow you to achieve CSM's channels being open and public facing, while JSM's channel can be locked down for internal only. 

Let me know if theres more I can help with CSM :) 

[Rose Sahagun]

@vwong This is great to hear - yes we will connect with our CSM on this front we do want access to the EAP if this will solve that pesky external facing issue!

A follow up here - the email functionality - is that separate for the CSM then? Again right now we need to open the desk to only work with email for those external folks - so is the email configured in just the main project or also the CSM side? 

Thanks again!