Here is the flow of how the registration of Chat for Jira Service Management works.
Use case# 1:
If the customer sent an email, a user gets created at the JSM portal but the password is not set.
A ticket/issue-id is sent to the user over email with the ticket link embedded with a hypertext View request.
When the user tries to open the ticket by clicking on View Request, it takes to the Help Center page Sign up with password as shown below:
Click the Sign up with password button to send an email with the subject Finish signing up to Help Center.
Click on Sign up to redirect to a page where it asks for a Full name and Choose a password as shown below:
The same email & password can be used for chat login.
If you don’t remember the password from the chat widget, you can use the reset password option through which you will receive an email.
If the user is not available in the Customers tab of CHANNELS & PEOPLE, you won’t be receiving the email until the user is created.
If in the above screenshot the highlighted in rectangle box user is not available even if you try to click on forget password or reset the password from chat widget. You wont be able to receive the reset link to the email.
Use case# 2:
If the user is available, click on the Forget password link to receive an email with the subject Reset your password.
Click Reset my password. It redirects to the Help Center page with text Set a password to continue. A password can be set and login to the chat widget: