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  1. Jira Service Management Data Center
  2. JSDSERVER-3697

Force customers to only use the Customer Portal to create issues

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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.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Problem Definition

      Currently, customers can create issues via Email Request and Customer Portal. If admin disables Email Requests to force users to use Customer Portal, the subsequent email replies will not be added as comment - see JSD-1961

      Goal:

      • requests go through the Service Desk's forms
      • this enables users to possibly find solutions before asking us, and
      • we get the information we need if they still need to contact us.

      Suggested Solution

      Allow Admins to choose the channel of ticket creation

      Workaround:

      See Configuring mail channel for comments only

            [JSDSERVER-3697] Force customers to only use the Customer Portal to create issues

            Max Ucros added a comment -

            Bumping this - it's been almost 7 years and this feature is still very much desired.

            Max Ucros added a comment - Bumping this - it's been almost 7 years and this feature is still very much desired.

            Daniel Varela Santoalla added a comment -

            Hi everyone

            I think this is an extremely important feature, basic to be honest. And actually one that has been supported perfectly fine by Jira Software for years, so I don't understand why it is not there.

            We want to draw traffic to our portal, so that users have a chance of looking at documentation, etc. However, we don't mind if any further interactions are done via email, we want to allow users to do that. Actually, this is the way Atlassian Support works, you go through the portal to provide metadata etc and then you can use your email after that.

            The workaround suggested here https://confluence.atlassian.com/jirakb/configuring-mail-channel-for-comments-only-921472568.html will not work for us because it implies creating new users in the system that is also something we want to avoid.

            Daniel

            Daniel Varela Santoalla added a comment - Hi everyone I think this is an extremely important feature, basic to be honest. And actually one that has been supported perfectly fine by Jira Software for years, so I don't understand why it is not there. We want to draw traffic to our portal, so that users have a chance of looking at documentation, etc. However, we don't mind if any further interactions are done via email, we want to allow users to do that. Actually, this is the way Atlassian Support works, you go through the portal to provide metadata etc and then you can use your email after that. The workaround suggested here https://confluence.atlassian.com/jirakb/configuring-mail-channel-for-comments-only-921472568.html will not work for us because it implies creating new users in the system that is also something we want to avoid. Daniel

              Unassigned Unassigned
              cchan Chung Park Chan
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              69 Vote for this issue
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                Created:
                Updated: