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 requests help over the phone, you might want to raise a request for them in your service project.

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

To raise a request for a customer:

1. From your service project sidebar, select Raise a request .

   1. Raise a request is unavailable in IT service management projects. Learn more about the project templates available in Jira Service Management.

2. You’ll be taken to the service project’s portal.

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

4. Under Raise this request on behalf of, find your customer using the dropdown or enter their email address.

   1. If you can’t find your customer, learn how to add a customer to your service project.

5. 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 project, select Create.

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

3. Under Reporter, find your customer using the dropdown or enter their email address.

4. Fill out the request details and click Send.

Your customer will be emailed a link to their request. New customers will also receive an invitation to finish creating a service project account.