Raise a request on behalf of a customer

While your customers can raise a request themselves through the portal and by email, sometimes you might need to raise a request for them. For example, if a customer makes a request over the phone and you want to put the information into your service desk, you would need to raise a request for them.

There are 2 ways both admins and agents can raise a request on behalf of a customer.

To raise a request for a customer:

  1. From your Jira sidebar, go to Create ().

  2. Find the request form that fits your customer’s request. You can still search and select issue types from here too.

  3. In the Raise this request on behalf of field, find the customer using the dropdown or enter the customer’s email address.

  4. Fill out the request details and click Create.

Admin note: The name in the field in Project settings / Configuration / JQL will still appear as Reporter.

Alternatively:

  1. From your service desk project, go to Raise a request.

  2. Find the request form that fits your customer’s request.

  3. In the Raise this request on behalf of field, find the customer using the dropdown or enter the customer’s email address.

  4. Fill out the request details and click Send.

Your customer will be emailed a link to the new request. New customers will receive an invitation to finish creating a service desk account.

 

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