Submit a request from a mobile app and track on JSD

[Joe]

Our business is a mobile app game and customers use mobile for the interaction with our support team now. Currently, we receive emails for support tickets and manually track it. Is there any way we can show a form on mobile front and a user can submit the request on our game app itself, say from the 'help' screen? Once they submit the request, we need to maintain it through the JSD platform and take up the requirement from there. Kindly advise. 

[Prince N]

Hi Joseph,

One of the ways, you can do that would be to use an Issue Collector, which is available on your Jira Service Desk Project settings. You will need to configure this based on what you think is feasible to your mobile app. So your customers can directly from the app submit their feedbacks. You can learn more on this article on Using the issue collector.

Hope the above helps.

Cheers

Prince.

[Joe]

Thanks for your response, Prince. We created a form on our app separately and integrated with the JSD. Now, the ticket gets generated on JSD, but when we comment to share with the customer, it didn't send an email to the email that we fetched from the form. Now the 'reporter' created automatically from JSD is one of our internal users. How to make a two-way communication with customer & JSD whenever we make a comment and update ticket when a customer replies to his email with comments? 

[Prince N]

Hi Joseph,

You will need to make sure that the Customer is either the Reporter/Request Participant of that ticket and not one of your Internal users for the customer notification to be sent. you can do this by having the assignee of the ticket to manually change the Reporter field with the email address since an Agent will eventually work on the ticket. 

Let us know if you have any clarifications.

Cheers,

Prince

[Joe]

I already tried to change the email address of reporter to the customer email and it says that "The reporter specified is not a user.". Kindly advise. 

[Prince N]

Hi Joseph,

Is the customer added to that Project in your Service Desk? check under the Customer Nav tab and see if the customer exist! 

Cheers,

Prince