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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.

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

            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? 

            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? 

            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.

            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.

            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

            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

            Mike McCormick added a comment -

            Yes please.

            Mike McCormick added a comment - Yes please.

            iDenfy Support added a comment -

            +1

            iDenfy Support added a comment - +1

            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

            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

            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!

            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

            HSS FASP Team added a comment -

            +1

            HSS FASP Team added a comment - +1

            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.

            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.

              cmarriott Charlie Marriott
              mkonecny Matej K
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                Created:
                Updated:
                Resolved: