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

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

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    • 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.

      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.

          Form Name

            [JSDSERVER-1030] "Help Center" and request creation process should allow anonymous user access

            Is this feature being rolled-out for DC somewhen soon (assuming that it will never come out for server anyways with the discontinuation)? Might be a reason to migrate then.. how is this only available for Cloud? 

            Tobias Schär added a comment - Is this feature being rolled-out for DC somewhen soon (assuming that it will never come out for server anyways with the discontinuation)? Might be a reason to migrate then.. how is this only available for Cloud? 

            It's just insane to me that this isn't the most basic standard functionality for any support management system. I was dumbfounded after reading through this page today. This puts huge obstacles in the way of one of the simplest core workflows for any scaling B2B or B2C business. So consider that a +1 from me since I inherited this platform and am stuck with it for now, but in the meantime, I'll have to convince folks internally that it might be time for me to look for other solutions.

            johannes.bezuidenhout added a comment - It's just insane to me that this isn't the most basic standard functionality for any support management system. I was dumbfounded after reading through this page today. This puts huge obstacles in the way of one of the simplest core workflows for any scaling B2B or B2C business. So consider that a +1 from me since I inherited this platform and am stuck with it for now, but in the meantime, I'll have to convince folks internally that it might be time for me to look for other solutions.

            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

            Charlie Marriott added a comment - 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

            Yes please.

            Mike McCormick added a comment - Yes please.

            +1

            iDenfy Support added a comment - +1

            It is frustrating that Jira service desk doesn't support this on server but have it available on cloud. 

            We installed Tinker for JSD and it solved the issue, I hope Atlassian come up with a solution quick

            Najjar [Innovura] added a comment - It is frustrating that Jira service desk doesn't support this on server but have it available on cloud.  We installed Tinker for JSD and it solved the issue, I hope Atlassian come up with a solution quick

            Totally agree with Daniel Varela Santoalla.  You have said exactly what I wanted to say.

            It's counter intuitive and needs to be resolved.

            We should be enabling people to self serve, not putting obstacles in their way.

            If we have documents we don't want people to find anonymously, we just put them in a sub folder in confluence that has restrictions.  This way we have full visibility internally, our authenticated customers can see everything else, and this is what we want for anonymous people.

            Very frustrating.

             

            I love Graham_tm@pisecki.com 's comment too.  It's hard to promote self service if we are making it difficult.

            Let's see how quickly this is responded to.  If I could vote many times, I would.  This function (working as expected) is a key part of customer service excellence.

             

            I'll be adding a message on my page (relunctantly) stating that you must register/log in to access our Knowledge Base.  Great MI, and I get that, but I'm more interested in people using it!

            Paul Wright added a comment - Totally agree with Daniel Varela Santoalla.  You have said exactly what I wanted to say. It's counter intuitive and needs to be resolved. We should be enabling people to self serve, not putting obstacles in their way. If we have documents we don't want people to find anonymously, we just put them in a sub folder in confluence that has restrictions.  This way we have full visibility internally, our authenticated customers can see everything else, and this is what we want for anonymous people. Very frustrating.   I love Graham_tm@pisecki.com  's comment too.  It's hard to promote self service if we are making it difficult. Let's see how quickly this is responded to.  If I could vote many times, I would.  This function (working as expected) is a key part of customer service excellence.   I'll be adding a message on my page (relunctantly) stating that you must register/log in to access our Knowledge Base.  Great MI, and I get that, but I'm more interested in people using it!

            Thomi added a comment -

            +1

            Thomi added a comment - +1

            +1

            HSS FASP Team added a comment - +1

            I'm also looking to use this feature. It's hard enough to get my users to submit tickets and check KBs in the first place. Having them register for and sign into a portal each time is going to prevent most of them from using the portal.

            graham_tm@piasecki.com added a comment - I'm also looking to use this feature. It's hard enough to get my users to submit tickets and check KBs in the first place. Having them register for and sign into a portal each time is going to prevent most of them from using the portal.

            jira guy added a comment -

            jira guy added a comment - Agreed with Daniel 100% on this  See my feedback here. Feel free to comment on this article.  https://community.atlassian.com/t5/Jira-Service-Desk-discussions/How-has-Jira-Service-Desk-increased-productivity-in-your-org/m-p/1377254#M1814%3Futm_source=atlcomm&utm_medium=email&utm_campaign=immediate_general_reply&utm_content=topic

            I can see that this is a truly hot topic and no wonder. I was very surprised when I discovered that it was not possible to have anonymous access to the portal, in particular the KB search side. This is not the way most support portals work, they do allow you to look at the KB without registering and then only register if you need to open a ticket.

            Actually, if one goes to https://support.atlassian.com/, this is precisely how it works. You can search the documentation before logging in and then at the bottom the page, you have a login to contact support button, only for the case when you didn't find what you were looking for.

            How can be it that your commercial product, Jira Service Desk, doesn't follow this simple "best practice" you are obviously implementing yourselves?

            Daniel Varela Santoalla added a comment - I can see that this is a truly hot topic and no wonder. I was very surprised when I discovered that it was not possible to have anonymous access to the portal, in particular the KB search side. This is not the way most support portals work, they do allow you to look at the KB without registering and then only register if you need to open a ticket. Actually, if one goes to https://support.atlassian.com/ , this is precisely how it works. You can search the documentation before logging in and then at the bottom the page, you have a login to contact support button, only for the case when you didn't find what you were looking for. How can be it that your commercial product, Jira Service Desk, doesn't follow this simple "best practice" you are obviously implementing yourselves?

            Dustin added a comment -

            We are also interested in a update.

            Dustin added a comment - We are also interested in a update.

            Now in 2020, is it possible to get an estimate from the Jira Service Desk Team on when this will be added to the roadmap?

            Devin De Frisco added a comment - Now in 2020, is it possible to get an estimate from the Jira Service Desk Team on when this will be added to the roadmap?

            ronpburton added a comment -

            Yes our support team was really excited to transition to Jira and "get away from emails" being sent by hundreds of users, only to discover this roadblock which takes a lot of the wind out of our sails. No way are we getting all of them signed up in Jira when all they want to do is submit a ticket. Prioritize this!

            ronpburton added a comment - Yes our support team was really excited to transition to Jira and "get away from emails" being sent by hundreds of users, only to discover this roadblock which takes a lot of the wind out of our sails. No way are we getting all of them signed up in Jira when all they want to do is submit a ticket. Prioritize this!

            Really looking forward for this feature too!

            jairo cabello added a comment - Really looking forward for this feature too!

            jira guy added a comment - Can someone from Atlassian explain why some of the issues with less than 100 votes is under consideration but not this issue with more 400 votes? It clear BUL***IT. Making things hard for users with server version. https://jira.atlassian.com/browse/JSDSERVER-3575?jql=project%20in%20(%22Jira%20Software%20Server%20and%20Data%20Center%22%2C%20%22Jira%20Server%20and%20Data%20Center%22%2C%20%22JIRA%20Service%20Desk%20Server%22)%20AND%20status%20in%20(%22Waiting%20for%20Release%22%2C%20%22Short%20Term%20Backlog%22%2C%20%22Under%20Consideration%22%2C%20%22In%20Progress%22%2C%20%22In%20Review%22)%20AND%20project%20%3D%20JSDSERVER%20AND%20issuetype%20%3D%20Suggestion%20ORDER%20BY%20votes%20DESC

            If Atlassian is not willing to implement this feature for Jira Service Desk Server, please give us a clear workaround. I am struggling mightily with this. I note that the collector snippets we have implemented allow users to add their name and email, and this works fine, but how to implement this for people coming to the Help centre? 

            Dwight Owens added a comment - If Atlassian is not willing to implement this feature for Jira Service Desk Server, please give us a clear workaround. I am struggling mightily with this. I note that the collector snippets we have implemented allow users to add their name and email, and this works fine, but how to implement this for people coming to the Help centre? 

            I can allow anonymous users to open tickets, but they are still unable to use the portal???

            Paul Travers added a comment - I can allow anonymous users to open tickets, but they are still unable to use the portal???

            Atlassian - We need a login free portal option as has been done for Cloud.

            Michael Woffenden added a comment - Atlassian - We need a login free portal option as has been done for Cloud .

            Indeed in the cloudversion its possible.

            If it helps, i managed it to make it possible for anonymous to report issues for jira.

            • Permission scheme to anonymous.-> everyone including not registered users for creating issues.
            • Use the scheme for a project.
            • Then set the field "reporter" to "not required". otherwise it gives an error when creating the issue.

            Afterwards we've notice we don't need this, Because there is no feedback or follow up for anonymous users.

            Greetz,

             

            Kurt

             

            Kurt Callebaut added a comment - Indeed in the cloudversion its possible. If it helps, i managed it to make it possible for anonymous to report issues for jira. Permission scheme to anonymous.-> everyone including not registered users for creating issues. Use the scheme for a project. Then set the field "reporter" to "not required". otherwise it gives an error when creating the issue. Afterwards we've notice we don't need this, Because there is no feedback or follow up for anonymous users. Greetz,   Kurt  

            This makes no sense. 3 years later and we still aren't seeing this feature. It's been in the Cloud version for years now. We're implementing a public-facing portal and could really use this feature.

            Daniel Guidry added a comment - This makes no sense. 3 years later and we still aren't seeing this feature. It's been in the Cloud version for years now. We're implementing a public-facing portal and could really use this feature.

            +1

            Matthew Clark added a comment - - edited

            Please add this, I have clients that do not want to create accounts.

            I moved from cloud to add more functionality for my clients and I was deeply saddened that this feature was not available.

            Matthew Clark added a comment - - edited Please add this, I have clients that do not want to create accounts. I moved from cloud to add more functionality for my clients and I was deeply saddened that this feature was not available.

            i agree. 

            Kurt Callebaut added a comment - i agree. 

            jira guy added a comment -

            +1000 for this. 

            Cloud has this feature for so long now.

            jira guy added a comment - +1000 for this.  Cloud has this feature for so long now.

            We need this feature also, have a lot of demands for that

            NSI Atlassian global account added a comment - We need this feature also, have a lot of demands for that

            Jen Grajkowski added a comment - - edited

            This would be extremely valuable. We have Canadian privacy requirements so must host our own Jira, Service Desk and Confluence instances.  Jira Service Desk KB and request (behind the portal) suits every project but one (a public intake requiring a few basic dropdowns/filters).  It is redundant and frankly ridiculous to have to have a separate system for that one project.

            Jen Grajkowski added a comment - - edited This would be extremely valuable. We have Canadian privacy requirements so must host our own Jira, Service Desk and Confluence instances.  Jira Service Desk KB and request (behind the portal) suits every project but one (a public intake requiring a few basic dropdowns/filters).  It is redundant and frankly ridiculous to have to have a separate system for that one project.

            I'm just evaluating Jira Service Desk for our company and ran into this issue.  We need users to be able to browse and view issues and solutions without needing to log in first.  I'm really not sure if this product will fit for us without this ability.

            Daniel Guenter added a comment - I'm just evaluating Jira Service Desk for our company and ran into this issue.  We need users to be able to browse and view issues and solutions without needing to log in first.  I'm really not sure if this product will fit for us without this ability.

            It's verging on the bizzare that there is no way to make Jira projects public read-only without generating a warning to fix, surely you can set these warnings to be ignored – I mean a public Jira project is basically a pretty common usecase for JIRA.

            Amos Folarin added a comment - It's verging on the bizzare that there is no way to make Jira projects public read-only without generating a warning to fix, surely you can set these warnings to be ignored – I mean a public Jira project is basically a pretty common usecase for JIRA.

            (I am Azzeh_)

            As many people have noted, this is a feature that cannot be delayed. My support team is currently being onboarded onto JIRA Service Desk (Server), and we are currently trying to figure out how to use the all-known Anonymous Portal addon.

            This should not have to happen, as JIRA Service Desk Cloud already has an implementation.
            Most, if not every person in here would like to see that exact same function ported over to Server.

            Please take care of this as soon as possible.
            Regards,
            George

            George Tsatsis added a comment - (I am Azzeh_) As many people have noted, this is a feature that cannot be delayed. My support team is currently being onboarded onto JIRA Service Desk (Server), and we are currently trying to figure out how to use the all-known Anonymous Portal addon. This should not have to happen, as JIRA Service Desk Cloud already has an implementation. Most, if not every person in here would like to see that exact same function ported over to Server. Please take care of this as soon as possible. Regards, George

            This is a really big deal as we just just spent a very large amount of money to move from a proof of concept with Cloud to datacenter not realizing the self-hosted software is a stripped down version of cloud that is missing important and intuitive features such as this. Not having this makes the product almost unusable for our needs. We're currently re-evaluating our decision to stick with Atlassian based on this latest find. 

            Scott Anderson added a comment - This is a really big deal as we just just spent a very large amount of money to move from a proof of concept with Cloud to datacenter not realizing the self-hosted software is a stripped down version of cloud that is missing important and intuitive features such as this. Not having this makes the product almost unusable for our needs. We're currently re-evaluating our decision to stick with Atlassian based on this latest find. 

            kacx9c added a comment -

            I have to say, this is extremely disappointing.  This got implemented into JSD Cloud in May '17, a year later for JSD Server it's not a priority. This singular feature, not being in JSD Server, is what's going to rule out JSD as an option for my needs. Having everything running Server, it's simply not cost effective to switch to Cloud. 

            This also makes me fear of future feature deviation between Server and Cloud.

             

            kacx9c added a comment - I have to say, this is extremely disappointing.  This got implemented into JSD Cloud in May '17, a year later for JSD Server it's not a priority. This singular feature, not being in JSD Server, is what's going to rule out JSD as an option for my needs. Having everything running Server, it's simply not cost effective to switch to Cloud.  This also makes me fear of future feature deviation between Server and Cloud.  

            jb added a comment -

            jb added a comment - Great that works -->  https://confluence.atlassian.com/servicedeskcloud/blog/2017/04/introducing-the-login-free-portal-for-jira-service-desk-cloud

            Stop spamming this thread people! You're sending out notification emails to everyone that's watching this for ACTUAL information. Vote for it if you want this to happen.

            Lyndon West added a comment - Stop spamming this thread people! You're sending out notification emails to everyone that's watching this for ACTUAL information. Vote for it if you want this to happen.

            jira guy added a comment -

            Do it!

            jira guy added a comment - Do it!

            Please see our plugin https://marketplace.atlassian.com/plugins/au.tributech.jira.sd.anon.tributech-anonymous-customer-portal-for-jira-sd/server/overview

            We use it everyday with our other software product to send anonymous users from our product and log internal tickets. Let us know if you need additional features.

            We are currently adding customised anonymous portals as well. Feel free to hit me up direct colin AT assemblient.com

            Cheers

            Colin Goudie added a comment - Please see our plugin https://marketplace.atlassian.com/plugins/au.tributech.jira.sd.anon.tributech-anonymous-customer-portal-for-jira-sd/server/overview We use it everyday with our other software product to send anonymous users from our product and log internal tickets. Let us know if you need additional features. We are currently adding customised anonymous portals as well. Feel free to hit me up direct colin AT assemblient.com Cheers

            This issue is critical for us also!

            laurent strullu added a comment - This issue is critical for us also!

            We (University of Vienna, Austria) will use Jira Service Desk Server version only. As we have many requests from people without an University Account (and we plan not to allow local Jira customer accounts) a login-free portal would be essential for us.

            Edwin Cikan added a comment - We (University of Vienna, Austria) will use Jira Service Desk Server version only. As we have many requests from people without an University Account (and we plan not to allow local Jira customer accounts) a login-free portal would be essential for us.

            +1 How is this software even suppose to work without this feature .. Please bring it on the server asap!

            mariusz raczynski added a comment - +1 How is this software even suppose to work without this feature .. Please bring it on the server asap!

            Josh Lyon added a comment -

            So JSD Cloud has this feature now, but the server variant doesn't? Any updates on bringing this functionality to JSD Server?

            Josh Lyon added a comment - So JSD Cloud has this feature now, but the server variant doesn't? Any updates on bringing this functionality to JSD Server?

            Any news on the availability of this feature? It has been almost a year since some official news!

            Vincent Koeman added a comment - Any news on the availability of this feature? It has been almost a year since some official news!

            We've added the ability to easily invite users to the service desk once they log an anonymous ticket. Makes the workflow so much easier so worth trying this out if you haven't seen it

            https://marketplace.atlassian.com/plugins/au.tributech.jira.sd.anon.tributech-anonymous-customer-portal-for-jira-sd/server/overview

            Colin Goudie added a comment - We've added the ability to easily invite users to the service desk once they log an anonymous ticket. Makes the workflow so much easier so worth trying this out if you haven't seen it https://marketplace.atlassian.com/plugins/au.tributech.jira.sd.anon.tributech-anonymous-customer-portal-for-jira-sd/server/overview

            This is a critical regression for the Apache Software Foundation. We provide open access to view our ticket system for the public good, and this bug is blocking that for our Service Desk projects.

            Chris Lambertus added a comment - This is a critical regression for the Apache Software Foundation. We provide open access to view our ticket system for the public good, and this bug is blocking that for our Service Desk projects.

            163 now!

            Jacob Turley added a comment - 163 now!

            The paint has dried...but we're still watching.......

            Dwight Owens added a comment - The paint has dried...but we're still watching.......

            Having the possibility to send a form anonymous would expand the possibility to use SD in other areas. E.g. we are in Citec Oy Ab thinking of using the SD as IDEABOX. Please react! 

            Ari Raatikainen added a comment - Having the possibility to send a form anonymous would expand the possibility to use SD in other areas. E.g. we are in Citec Oy Ab thinking of using the SD as IDEABOX. Please react! 

            Why is this issue not even assigned to anyone! There's 145 votes! Come on Atlassian!

            Christopher Gronde added a comment - Why is this issue not even assigned to anyone! There's 145 votes! Come on Atlassian!

            Can you please add me to the thread? Update us on the target version for this feature.

            Itai Zlotnik. added a comment - Can you please add me to the thread? Update us on the target version for this feature.

            Please update us on the target version for this feature.

            Thanks

            Chuck Vanderwist added a comment - Please update us on the target version for this feature. Thanks

            larry.kang1866333315 added a comment -

            Add me in too. I would like to show our service desk page to anonymous users without any login or sign in process.

            (also it will be great that they can create an issue from the customer portal)

            larry.kang1866333315 added a comment - Add me in too. I would like to show our service desk page to anonymous users without any login or sign in process. (also it will be great that they can create an issue from the customer portal)

            Add me in too. I have a customer portal to which a customer already signs up for to get access to. Not sure if I'd want them to do this again for every support request. And Id like to only show issues related to them, not others.

            Michael Crawford added a comment - Add me in too. I have a customer portal to which a customer already signs up for to get access to. Not sure if I'd want them to do this again for every support request. And Id like to only show issues related to them, not others.

            Any idea when this update is about to go live?

            Eric Frånlund added a comment - Any idea when this update is about to go live?

            brittongr added a comment -

            Great news! Thanks for the update.

            brittongr added a comment - Great news! Thanks for the update.

            JPK added a comment -

            That's wonderful news, thank you for the update Vincent.  We look forward to the feature release.

            JPK added a comment - That's wonderful news, thank you for the update Vincent.  We look forward to the feature release.

            FOMRU added a comment -

            +1

            FOMRU added a comment - +1

              cmarriott Charlie Marriott
              mkonecny Matej K
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              627 Vote for this issue
              Watchers:
              319 Start watching this issue

                Created:
                Updated:
                Resolved: