In JIRA Service Desk 2.3, customers have joined the request participant party and can now add other people to their requests. Agents also get something new: they can invite new customers to a service desk project and raise requests on behalf of new customers from the Customer Portal. Last, but certainly not least, service desk email channels are easier than ever to manage.
Customers can add participants to their requests
When customers are looking at a request in the Customer Portal, they can add other (existing) users so they can participate in the request too. Customers can also add participants via the CC field in email requests.
Participants (except for the request creator) can "leave" a request from the Customer Portal when they no longer want notifications about a request.
Agents can raise requests on behalf of new customers
If you have public signup enabled, your agents can create a request on behalf of a new customer from the Customer Portal – the new customer will receive an email invitation to the Customer Portal and an email notification with a link to the new request. Agents can also invite new customers from the JIRA Service Desk People tab.
Improvements to the email channel
We've been working hard on making service desk email channels easier to use. Nothing changes for your customers and agents, but you will notice the following improvements:
- Cleaner incoming mail page - Information about the email accounts associated with your service desk projects has been moved from the JIRA incoming mail page to the JIRA Service Desk email settings page.
- Better visibility into statuses - You can now easily see the connection and email processing statuses from the corresponding connectivity and processing logs on the email settings page. Log information older than 6 months is deleted daily.
One more change you'll notice: JIRA Service Desk now processes emails in two steps, so you can enable email filtering (which can remove auto-replies and spam from your queues) without changing the connection to your linked mail servers.
Plain text email notifications
If your customers rely on software that requires plain text or use a plain text mail client, you can now change your default setting to plain text.
JIRA Service Desk 2.3 is compatible with JIRA 6.3.8 or later. You'll need to upgrade JIRA to 6.3.8 or later before updating JIRA Service Desk to version 2.3. Before upgrading, please check JIRA Service Desk 2.3 Release Notes and the upgrade notes for the JIRA version you're moving to.