service desk email replies to customer requests

[Tom Nielsen]

Is it possible to automatically create an account for customers when they open an issue with our support team via an email to jira service desk vs, having them have a link sent in the reply email i.e. "view your request in our portal?"  Basically I need to know if when a customer sends in a service request via email can they just have a link that logs them in automatically, or do they always have to do the inital sign up with their full name > add their password to view the status etc of their request?

[Michael Andolfatto]

Hi @Tom Nielsen ,

If you want to let the customer access the portal it's unfortunately not possible unless you create the account and set the password in advance.

They will still be able to raise requests via email if the project is open and interact with the tickets they create through email, but logging in will require them or you to follow through with account registration.

https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-customer-accounts