Email: Why do new customers/users appear in my Jira?

When using our Customer Portal app in Teams or using our Outlook add-in in Outlook there are ways to create new customer users automatically. This makes it easier to create new requests within service projects.

Outlook add-in:

Agents have the possibility to raise new issues on behalf of other users. In case the user (sender of the email) does not exist as a customer user yet, Jira will create it automatically. This is not a paid, licensed user, but a JSM customer user.

This is how it will look like in Outlook, the “new” indicating that a new customer user will be created by Jira.

For more details, please see the full article for this feature.

Customer Portal app in Teams:

In case you don’t sync all your customer users automatically from Microsoft Azure AD, there might be cases where a Teams user does not have a customer user yet.

By default, we will create a new customer user on demand, the first time a user accesses the portal from Microsoft Teams. If you like to configure this setting please see the Teams Customer Portal app settings in Jira:

For mor information regarding the Customer Portal app setup see Customer portal app - Microsoft 365 for Jira - Confluence