Is there a way to have a directory of users?

[Rob Baran]

We are using FreshDesk app at the time and testing Jira Service Desk.  Would like to know if there's a way to capture customers and their companies in Jira SD.  In FreshDesk you basically have a directory of Companies and Customers.  Each Customer belongs to a Company, pretty straightforward.  You can import a list of Customers and Companies. 

Each Customer and each Company also has a couple of predefined fields, such as phone number, notes, etc.  We use one of the fields to store the Customer ID for internal use.

So my questions are:

1. Is there a way to mirror this directory of Companies and Customers inside of Jira?  Meaning is there a listing of companies and customers, and can I import to this list?
2. Can I have a custom field associated with a Company or Customer?
3. Can this custom field show up on each ticket?

One last question, I've done some research about importing customers and seems like you have to send an email invitation to each user.  We don't want to send out an email, this is an internal operation of simply adding them to the system.  We don't want each customer to create their own account, just simply send in an email support ticket and that's it.

1. Can we add users without sending them an email invitation?

[Rob Baran]

I found out that there isn't a way to import users or companies.
From what I can tell I have to manually enter in each user via Projects > Customers screen.
From there I can add a user or organization and also link the two together.  I did just that.
Next, I edited the user's name.  Hover over the newly created user, select More, select Administer User.  From there I edited the user's name.  

Now I have a user linked to an organization, and the user has a name.

Testing
Next, I sent out a test ticket from the support portal, filled out the same email address that I entered in above for new user.  I was expecting that the system would see the email address is in the system and link the organization.  But when I open the ticket I see it linked the customer but didn't fill out the organization field.

Is there any way to have the Jira SD also connect the organization field?

[Keri]

Hi Rob,

There’s not a way to automatically assign a user to an organization from the email domain.  We have an open feature request for it here: https://jira.atlassian.com/browse/JSDSERVER-4417. Please take a look and vote for it so it can be addressed with our New Features Policy 

When you’re adding customers through the Customer screen, you can paste in multiple email addresses and add them to an organization, which may save sometime if you have a customer list or can export existing details to CSV.

You can disable the Account Verification Email through the Customer Notification screen.

Hopefully this answers some of your questions. 

Cheers.
Keri