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  1. Jira Service Management Cloud
  2. JSDCLOUD-9442

Allowing customers to submit Service Desk tickets anonymously

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      When you provide anonymous access to the users, Jira Service Desk requires all users to provide an email confirmation, "Email confirmation to", however, some projects don't need any communication with their customers. Is it possible to make this field optional?

       

      Thanks!

            [JSDCLOUD-9442] Allowing customers to submit Service Desk tickets anonymously

            Brenden Lalli added a comment -

            We need this option available asap. It is not a suggestion, it is a gap in product functionality at a base level. How much effort is it to create a method to "Submit as guest? with an optional email field - if they want to follow the ticket or receive notifications. 

            The purpose of the "email confirmation to" field is for establishing communication with the customer....so when I disable ALL customer notifications (logically thinking through this) the email field is still required...makes no sense. 

            Submit as Guest, submit anonymously, etc. this all works through email requests, so why can the same function not apply to portal requests?

             

            Or allow us to edit the description of the field so we can have a generic email there for the reporter to paste in IF they do not wish to create an account. 

            Having no options around this is crazy. Having this open for almost 5 years with no single shred of resolution or workaround, is crazier. 

             

            Can we vote for Atlassian to stop creating siloed features and apps, baking everything behind premium access, and focus on making the Core products we actually purchased (and what drove us to JSM in the first place) better? 

            Brenden Lalli added a comment - We need this option available asap. It is not a suggestion, it is a gap in product functionality at a base level. How much effort is it to create a method to "Submit as guest? with an optional email field - if they want to follow the ticket or receive notifications.  The purpose of the "email confirmation to" field is for establishing communication with the customer....so when I disable ALL customer notifications (logically thinking through this) the email field is still required...makes no sense.  Submit as Guest, submit anonymously, etc. this all works through email requests, so why can the same function not apply to portal requests?   Or allow us to edit the description of the field so we can have a generic email there for the reporter to paste in IF they do not wish to create an account.  Having no options around this is crazy. Having this open for almost 5 years with no single shred of resolution or workaround, is crazier.    Can we vote for Atlassian to stop creating siloed features and apps, baking everything behind premium access, and focus on making the Core products we actually purchased (and what drove us to JSM in the first place) better? 

            Alexandre de S. Silva added a comment -

            Hi, I'm a Jira administrator, I need to create an anonymous form that doesn't require authentication or provide personal data, I managed to remove the creation of an account, but the "email confirmation for" component I can't remove from the screen

            I request that this ticket be prioritized due to the fact that it is an anonymous reporting form, without the need for identification or authentication.

            Alexandre de S. Silva added a comment - Hi, I'm a Jira administrator, I need to create an anonymous form that doesn't require authentication or provide personal data, I managed to remove the creation of an account, but the "email confirmation for" component I can't remove from the screen I request that this ticket be prioritized due to the fact that it is an anonymous reporting form, without the need for identification or authentication.

            Sólrún Ásta Björnsdóttir added a comment - - edited

            Hi team, would really appreciate this feature as we want to receive tickets anonymously for all sorts of whistleblowing or privacy matters.

            This is a real blocker for us and makes us wonder if JSM is the best portal option for us.

            We do not want the users to get notifications or be able to revisit the matter at a later stage, so this field is completely useless and makes us look deceitful about their anonymity when that should be an option. 

            We want people to be able to raise requests anonymously, suggestion is having this field prepopulated with a dummy user or something similar as a workaround and hiding this field, is this possible from your side? 

            Kind regards, 

            Sólrún

            Sólrún Ásta Björnsdóttir added a comment - - edited Hi team, would really appreciate this feature as we want to receive tickets anonymously for all sorts of whistleblowing or privacy matters. This is a real blocker for us and makes us wonder if JSM is the best portal option for us. We do not want the users to get notifications or be able to revisit the matter at a later stage, so this field is completely useless and makes us look deceitful about their anonymity when that should be an option.  We want people to be able to raise requests anonymously, suggestion is having this field prepopulated with a dummy user or something similar as a workaround and hiding this field, is this possible from your side?  Kind regards,  Sólrún

            Glen Ledesma added a comment -

            https://jira.atlassian.com/browse/JSDCLOUD-5789

            https://jira.atlassian.com/browse/JSDCLOUD-6133

            https://jira.atlassian.com/browse/JSDCLOUD-6173

            https://hello.atlassian.net/wiki/pages/viewpage.action?pageId=997145824

             

            HOW MANY REQUEST WOULD IT REQUIRE TO CALL YOUR ATTENTION ABOUT THIS ISSUE? UNBELIEVABLE THAT YOU DON'T CARE ABOUT YOUR CLIENTS' USE CASE?

            Glen Ledesma added a comment - https://jira.atlassian.com/browse/JSDCLOUD-5789 https://jira.atlassian.com/browse/JSDCLOUD-6133 https://jira.atlassian.com/browse/JSDCLOUD-6173 https://hello.atlassian.net/wiki/pages/viewpage.action?pageId=997145824   HOW MANY REQUEST WOULD IT REQUIRE TO CALL YOUR ATTENTION ABOUT THIS ISSUE? UNBELIEVABLE THAT YOU DON'T CARE ABOUT YOUR CLIENTS' USE CASE?

            Cássio Wollmann added a comment -

            https://getsupport.atlassian.com/browse/CES-12818

            Cássio Wollmann added a comment - https://getsupport.atlassian.com/browse/CES-12818

              a620038e6229 Jehan Gonsalkorale
              e4e3e5c90227 Ali Khazaei
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                Created:
                Updated: