Is there an How to Document that walks client s on how to summit request via email

[Yolanda Vega]

I'm new to my role and responsible to implement and train users on how to enter client/users for Service Desk request support. Is there an How to Document that walks client s on how to summit request via email?  Also how to setup the system?

[Jack Brickey · Accepted solution]

@Yolanda Vega, welcome to the Community! There really isn't anything special about submitting tickets by email. Here are the highlights to be aware of:

1. submit ticket by sending an email to abc@urcompany.com (you simply provide the email configured to support the feature.
2. the email subject becomes the Summary of the issue and the body becomes the Description of the issue
3. If they wish to comment on the issue then the can reply to the email thread that has the issuekey in the subject. If the issuekey is not in the subject it will create a new issue.
4. If they wish to check status they must use the Portal

Here is an article that might help - Receiving requests by email

[Yolanda Vega]

So how does a client create there Portal for status check?

[Jack Brickey]

the customer doesn't create the portal. The portal is provided to you when you create a project. You can find the link by going to project > Channels. You can/should share and share the link w/ your customers. This generally occurs when they receive the invite to login.

[Yolanda Vega]

I'm new to JIRA Service Desk... when is the invitation sent to client?

[Jack Brickey]

when you add a customer they are sent an invite. I recommend you start with this documentation/tutorial on getting started. That link is to Cloud version so if you are on Server click in the upper right on that page and choose your version.

[Yolanda Vega]

Hello,

Obvious the system is half way setup, I joined the organization a few weeks ago and trying to figure it out. Have no experience on JIRA .

Items already created:

Customers 

Channels

Request Types

Customer permissions

Have a question - Do I have to create " Channels"  for each client?

Sorry I'm an audio/feel person, I need to see.

We have nothing that as a new user prospectively walk thought the steps clearly.

Thanks

[Yolanda Vega]

Hello again, 

Actually they are two projects created (Incedo Support and Incedo Product Development). Incedo Support was the one created for support tickets. Your documentation is not clear, I have to train it and want to train it correctly.

Questions:

Do a Project need to be created for each client we support in essence 8 clients?

or 

Project that's already created, can customers use Incedo Project to log all their request, I will prefer to keep it simple have all clients utilize the same. If so what information need to be shared with client since some will utilize email and others will utilize Portal or both?

All customers are created.

[Yolanda Vega]

Is there a way to add labels/header to columns in Request list/report .