Is there a way an email can be used and create a Jira Service desk ticket? (anonymous user)

[Jennifer Volpe]

Hey y'all!

I am trying to figure out a way to allow anyone to send an email and have a Jira service desk ticket created without having to sign in or create an account.

The issue I have is that our Jira Service Desk instance is currently set up to only allow requests from the portal from people our team adds the project (they create an account and sign in)..I am wondering if there is a way around this. ?!

Is there a way to have a specified jira-service desk email that will create a service desk ticket automatically without the user having to signup? 

Please let me know if you anyone our there has any ideas or solutions to solve this issue, thank you!!

p.s: We are on Jira Cloud 

[Roman Kersky]

HI. You need create new MAil Handler (Incoming emails) and in configuration set default reporter . If  there is no mailbox in the system, then a ticket will be created from this account

[Jennifer Volpe]

hey guys! Thanks for the info. I just tried from an account that is not a service desk customer in our system and the ticket was not created. Any other settings need to change? THANKS!!!!

[Petter Gonçalves]

Hello Jennifer, 

Could you provide us a screenshot of how you configured your e-mail handler and the default reporter?

We will be waiting for your answer to further troubleshoot it.

[Jennifer Volpe]

I really appreciate your help! thank you!! 

[Jennifer Volpe]

[Petter Gonçalves]

Hello Jennifer,

Thank you for the details. Please, try the steps below:

1 - Doublecheck if the default reporter configured (jvolpe) has the proper permissions to create issues in the Clara Support tool project. In fact, ask the user to manually create a support issue in the project.

2 - I see that you have other e-mail handlers in your JIRA instance. Since all of them seems to be configured with the same Default Cloud e-mail server, you should configure a catch Email address to properly use the correct e-mail handler and create the issue in the correct project.

Let me know your results after configuring both steps above.

[Petter Gonçalves]

Hello Jennifer,

I understand that you would like to allow your users to create Service Desk tickets without the need to login, but only providing an e-mail address to receive the agent replies. Is it correct?

You can perform the steps below in JIRA Cloud to configure the free-login portal:

1. In the global settings, a JIRA admin allows login-free portals on the site. This doesn’t automatically turn it on for all the portals, it just makes it an option for projects on the site. To do this, go to  > Applications > JIRA Service Desk Configuration > Customer permissions. 
   • For Can customers create their own accounts? choose Yes.
   • For Can customers access and send requests form the help center without logging in? choose Yes.
2. In the project settings, a project admin allows anyone to send requests to the project. To do this, go to Project settings () > Customer permissions (or Project settings () > Channels > Customer permissions in next-gen projects).
• For Who can access the portal and send requests to %your_site_name%?, choose Anyone.
3. If you want customers to be able to read your knowledge base without logging in and find articles via search engines, verify your knowledge base settings. To do this, go to Project settings () > Knowledge base.
   • For Access > Viewing, make sure Anyone can read articles is selected.

For more information about how the free portal works and what your Customers/Agents will be able to see or do, you can check the documentation below:

- Introducing the login-free portal for Jira Service Desk Cloud

Let me know if it works for you.

[Jennifer Volpe]

Thank you for your reply but that is not what we are looking for. We are not looking to set up a login free portal - just looking for a way that our users can create tickets by sending an email. Is this possible to have an email create a jira ticket without having make users create an account? 

Please let me know, thank you! 

[Petter Gonçalves]

Hello Jennifer,

I believe that @Roman Kersky suggestion should properly work for you in this case. Performing the mentioned steps he proposed, your customers will be able to create issues in your JIRA instance without providing any kind of information and the e-mail of a valid JIRA user will be added as the reporter of the tickets.

Just be aware that any replies, comments or changes in the issue created will not be notified to the customer and they will not be able to access the JIRA issue. They will only be able to create the issue, basically.