add customers, no portal, allow comments between agents/admin and customers

[Andrea Italiano]

Hi there, 

I need to add customers in my project, but not give them access to the portal.

Once the ticket is opened by customer via API (reporter is customer) I would like as customer to receive an email notification for the opening of the ticket and in the email allow them to send comments in the ticket through the email (not portal). 

At the same time I would like to be able as customer to receive notifications when some agent or admin add comments in the ticket through the email.

how can I configure that? 

Thank you very much!

[Jovin · Accepted solution]

Hey @Andrea Italiano 

There's no way to disable accessing the Portal without removing them as a customer of the Portal. If you have multiple service projects you can restrict it so it's only customers invited to that project, but that once again gives them access to the Portal.

By default the notification scheme sends "Reply to customer" comments (public comments, without the yellow background) to customers. However, they can choose to disable all of these notifications.

If you want to force them to receive email notifications you can create an automation rule that runes on a "Issue commented" trigger sending them the contents of the comment, however, this could be construed as spam by some people who need to manage their notifications.

Lastly, as long as they are replying to a normal notification from JSM (not an automation email), and it has an issue ID in the email that matches an editable issue, it will add that as a comment automatically to that issue.

Cheers