Looking for a simple service desk (non portal) solution

[Sinclair]

Hi all,

My use case has me managing an HTML website for help on my product, comprising 300+pages.

What I want is a way for end users to contact us if they have issues, and allow a dialogue to be managed within Jira. That is:

- end user emails us.

- **Magic happens** which creates a jira ticket.

- Jira is answered by Jira registered user

- End user receives message from Jira user and two way communication can take place.

Some notes:

- we're on Jira cloud.

- we're on a fixed user license, and don't need/want everyone who raises a support ticket to have a new account created because it'd become very expensive, very fast

- communicating exclusively via email is fine. We don't have a requirement for the user to view all their tickets (that's a nice to have, not a dealbreaker)

- Very nice to have would be an HTML/JS form to embed in the website

Here's what I've tried so-far

- Jira service desk - my problem here is that we don't need a full portal, FAQs internal search or anything else. These can't be styled with CSS from what I can tell, and I can't turn off what I don't need. The create jira works fine though.

- external integrations (e.g., Zapier email to Jira - it'll create a Jira but 2 way communication can't happen without manual effort and we're back to straight email.

- Issue collectors - Currently implemented and it works but is a partial fix, creates a jira ticket in the correct project, but two way communication still needs to be handed via external means (email).

- Share ticket with user - This will share but the user needs their own Jira account by the looks of things, so that's not going to work.

- Configure mail handler - also works to create a ticket but again, talking externally with the user doesn't appear to work without an account.

We may end up with the REST API, but will require developer time which is being spent elsewhere right now.

In an ideal world we'd happily use Jira service desk, but we only need the create/manage ticketing system, nothing else.

So, any ideas?

Thanks for your help

Lisa.

[Daniel Eads]

Hi Lisa,

After reading your requirements, I'm also thinking that Service Desk might be a good fit for your needs.

Service Desk projects have a special type of issue collector available called a Widget that act like a regular issue collector, but let you keep the person asking the question a "customer" in Service Desks's eyes (so you won't increase your user count).

The communication will all happen via email. The person asking the question can click on a link in the email to view the issue on your customer portal, but they can just as easily correspond 100% through email.

With using a Widget, you can predefine the request type, disable knowledgebase search, and won't need to worry about the CSS for theming a customer service portal. As a bonus, people reading your HTML site won't even have to leave the page they're on to submit a question.

Let me know if I can help out any more on this!

Cheers,
Daniel