How can a public customer (portal only access)follow-up and interact with a ticket opened by him/her

[ANTONIO GABRIEL LOMEÑA MORENO]

Hello,

I would like to set up a customer portal for anyone to access and submit a request without needing to log in.

Further, I want that my customers be later able to access that request and fully manage it (view replies, provide new information, etc.) by using the portal UI without needing to sign in.

- Customers can access the portal UI without logging in 

- Customers can submit a request through the portal UI without loggin in

- Customers can later access and manage that request through the portal UI without logging in.

My question is: Is there any way that customers don't need to sign in in order to review and manage their submitted requests in the portal UI? For example, does the ticket submission generate a (private) link that will allow the recipient to later access and manage his/her ticket?

All the information/documentation I have found regarding JSM confirms that the open portal configuration is feasable, and customers can submit their requests by I have found no information regarding HOW the customer can later access his/her ticket and manage it to read the answers and write/provide further information.

Here are some useful links related to my question:

What different account types can customers have? | Atlassian Support

Solved: Customer portal - View requests

Set up and manage portal access | Jira Service Management Cloud | Atlassian Support

Introducing the login-free portal for Jira Service Management | Atlassian Support | Atlassian Documentation

Thank yoy very much.

Kind regards.

Antonio.

[Lisa Forstberg]

Hi @ANTONIO GABRIEL LOMEÑA MORENO ,

Welcome to the community!

Since there is no way to identify who a user is that is just reaching the portal you can't provide them with previously created requests just by

When you set your portal to "Open" instead of "Restricted" it means that the portal can be reached by anonymous users who can add requests without logging in. They need to  provide an emailadress for each requests they log and they will get an email notification about the request that they can just reply to when they want to add comments.

If the anonymous user click on the link to the request that is included in the email notification, they are allowed to create an account themselves and then see all the rest of the request created with that email address.

If they don't create an account the only way to communicate is via email replying to request notifications.

all the best

Lisa