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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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    Description

      Atlassian Update – 30 September 2022

      Hi everyone,

      Thank you for your engagement with this suggestion.

      I’m happy to announce that we have shipped this feature as part of Jira Service Management Data Center 5.3 release. With the login-free portal enabled, help seekers can now discover available portals, read help articles, and raise requests—without logging in or creating an account. Learn more about the login-free portal.

      Please upgrade to the latest version of Jira Service Management to access this feature.

      Kind regards,

      Divyanshi

      Jira Service Management, Data Center & Server

      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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              cmarriott Charlie Marriott
              mkonecny Matej K
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