Can we use JSM's API to create support tickets from our in-app form without requiring users to login

[Charisma]

We are planning to use Jira Service Management (JSM) as our internal ticketing system. We’re a small team and intend to start with the free version.

As a B2B SaaS company, we’d like to add a “Raise a Ticket” button on our platform. Since our users are already logged into our platform, we want to avoid requiring them to log in again or create a separate Jira account. Ideally, we’d like to capture user information directly from our system and pass it along when the ticket is created.

From what I’ve read so far, it seems possible to achieve this by building a custom in-app form and using the Jira Service Management API to create tickets.

Could you confirm:

1. Is my understanding correct?

2. Is the Jira API free to use for this purpose?

3. Can we create tickets without requiring customers to log in to Jira?

[Benjamin Črnjak · Accepted solution]

Hi @Charisma ,

1. yes, your understanding seems correct, and you can use REST API for this purpose.
2. Jira api is free to use for all plans.
3. Once you build your custom forms, use REST API to create work item in Jira.
Almost any information you can collect from your custom app could be sent to Jira using REST API.
You have to create authentication token in Jira, and that token will be tied to a single Jira account/user.
That means, for any custom solution/form, user you've created token with will be the one doing actions in Jira via REST API.

So, no user login is required. But if users submitting tickets via custom form, have Jira accounts, then you could use REST API to change reporter in Jira to specific user. :)

[Charisma]

Thanks Benjamin! This is very helpful.

[Oleksii Melnyk · Accepted solution]

Good day @Charisma !
Of course it is possible, the main thing is that you have a corresponding customer on the JSM portal, or create on behalf of a technological user, and specify a real one inside the ticket (or change the reporter).

There are no restrictions for free projects.

Create customer: https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-customer/#api-rest-servicedeskapi-customer-post

Create customer request: https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-request/#api-rest-servicedeskapi-request-post

[Charisma]

Thankyou Oleksii!!