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  1. Jira Service Management Cloud
  2. JSDCLOUD-1030

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

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    Description

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

      Update as of 9 May 2017

      Hello Cloud customers and evaluators,

      Great news - your customers can now send requests and read help articles without logging in. As suggested below, all they need to provide is an email address to create and track a request. To learn more and set this up for your service desk, https://confluence.atlassian.com/servicedeskcloud/blog/2017/04/introducing-the-login-free-portal-for-jira-service-desk-cloud.
      Thank you for your feedback and suggestions on this feature, and for helping us build a better JIRA Service Desk.

      Cheers,
      The 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

       
      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

      Besides that, having the request creation process requiring login increases friction for some cases. What I envision as great service will be explaining your request and providing contact information (= email). Once we see that this email already exists, we will ask the customer to log in. Otherwise, we will offer a sign up.

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              Unassigned Unassigned
              mkonecny Matej Konecny
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