Customers vs Users

[Julian Castello]

Hello ! 

i have the 10 users licences of Jira Server and Jira service desk. I would to understand the good using of it:

Actually, i have 3 clients. I created 1 project with 3 Organizations. I would to permit to each cliente to send me an email to create a new ticket in fonction on his organization. I created the Mailhandler but is it possible to determin automatically which user for which Organizations ? (By domain name for exampl). 

Other question, what's the good practive ? Create 3 users in Service desk or create 3 customers (in each organization?). I have difficult to identify the good method.  I can have many customers but not many users (too expensive for me to take the 25 uses licences). 

I hope you understand my questions :). 

[Mirek · Accepted solution]

In Jira service desk users are mostly agents that have access to Jira and customer portal. Customers do not count towards the license but have only access to customer portal, so if they need only that you should be fine.

As for recognizing users, yes.. You might definitvely do this on your mail server level (define some rule that would do something e.g forward to another email connected with service desk project.. It would be based on domain). 

[Julian Castello]

Hi Mirek,

thanks for your reply ! Ok i understand, just use the customer portal it's good for me.

Related to your last reflexion, in this case the customer can create new ticket just using email? Concerning the rules, i don't understand where have i to specific that? 

Can you more specific? 

Thank you !

[Mirek]

Yes, please check this documentation for more information

https://confluence.atlassian.com/servicedeskserver/receiving-requests-by-email-939926303.html

[Julian Castello]

Thanks Mirek