We have identified a need for improved customer management functionality within Jira Service Management (JSM) for scenarios where agents frequently interact with customers who do not use the customer portal.

Currently, the process for adding such customers to a project is cumbersome and includes several manual steps that could be streamlined.

Current Workflow:

1. JSM agents must request the project admin to temporarily deactivate the email invite trigger through Project Settings -> Customer Notifications -> Customer Invited.
2. Agents then add the customer's email to the project, which can be inconvenient when dealing with customers who only contact by phone.
3. Agents must ask the organization admin to edit the customer's name to make it more searchable in Products -> Portal only customers -> Search fields -> Edit full name.

Proposed Improvements:

• Streamlined Customer Addition: Allow JSM agents to add customers to a project directly, with enhanced options including:
  • The ability to type the customer's full name for easy identification and searchability.
  • An option to NOT send an invite to the customer, preventing unnecessary emails for customers who only interact via phone or email.
  • The ability to add customers without requiring an email address, catering to scenarios where customers only reach out via phone.

Implementing these changes would provide a more seamless and user-friendly experience for both JSM agents and the customers they support, aligning with the diverse ways in which customers prefer to communicate.