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  1. Jira Service Management Server and Data Center
  2. JSDSERVER-1030

"Help Center" and request creation process should allow anonymous user access

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    Details

    • UIS:
      55
    • Support reference count:
      74
    • Feedback Policy:
      We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      Description

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Atlassian Update – 4 March 2021

      Hi everyone,

      Thank you for your interest in this issue.

      This suggestion is considered a potential addition to our longer-term roadmap. We'll typically review this request in about 12 months time, at which point we’ll consider whether we need to alter its status.

      For the nearest future we've decided to prioritise other areas of the Jira Service Management roadmap.

      We hope that you appreciate our candid and transparent communication. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

      To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.

      Kind regards,

      Charlie

      Jira Service Management, Server & Data Center

      Update as of 29 March 2018

      Hi all,

      Thank you everyone who has voted or commented on this suggestion. Apologies for allowing this issue to remain open for a period of time without a clear update.

      We've assessed this request and how it may positively impact our broad enterprise customer base. After initial analysis we have decided that we may not include this in our short-medium term roadmap.

      However, we’re not closing the ticket at this time in order to garner broader interest for this feature. I understand this may seem disappointing, but we believe it’s important for us to be open, transparent and honest with our customers.

      In the mean time we’ve been busy and have recently released Priorities per project, Approval visibility, made improvements to automation and also addressed the #1 JAC issue of disabling account verification emails.

      We will definitely post an update if we prioritize this feature earlier. 

      Thank you for your understanding and support.

      Regards,
      Jira Service Desk Team

      Update as of 13 Dec 2016

      Hi all,

      Thank you so much for your votes and comments on this suggestion. We have a few open questions around the design of this feature and would love to hear your feedback on it. We have created a quick survey to capture the feedback: https://vlj0f02d.optimalworkshop.com/optimalsort/p

      Thank you again for all your continuous feedback!

      JIRA Service Desk team

      Problem Definition

      Currently, the Help Center experience needs users to be logged in. This feels very counter-intuitive in external support Servicedesk world. We miss opportunity to help customers search our knowledge sources, provide them valuable links to the documentation and other information.

      Suggested Solution

      Let customers browse portals without an account (login-free portal) in similar fashion to JSM Cloud's functionality.

      With a login-free portal, anonymous customers should be able to:

      • Use search: discover the portal and its help articles via search engines.
      • Raise a request: Fill out a request form and provide an email address to track the request.
      • Receive & respond to email notifications: The rest of the process works like email support: they get a confirmation email from your service desk, can correspond with agents over email, and get updates on the request status.
      • Create an account: They can still finish creating an account in the portal to track the request, but it's not necessary.

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              Assignee:
              Unassigned Unassigned
              Reporter:
              mkonecny Matej Konecny
              Votes:
              595 Vote for this issue
              Watchers:
              314 Start watching this issue

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                Updated:

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