How to Let Your JSM Clients Collaborate on Checklists 🤝🔒 — A First on the Marketplace.

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If you’re managing a Jira Service Management (JSM) project and using checklist apps, you already know the limitation: checklists in the portal are read-only.

No matter which plugin you choose, your clients can only view the steps — they can’t tick items, add missing tasks, or update progress themselves.

That means your team is still stuck with:

• Endless “Can you confirm this is done?” emails
• Follow-ups scattered between Slack, email, and comments
• Manual updates and duplicated work

A read-only checklist is only half the solution.

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Why Tick’s Interactive Mode Changes the Game

With our latest Tick release (v1.3.11), that limitation is gone — and here’s the difference: Tick is currently the only Jira checklist app with a fully working Interactive Mode for clients directly collaborate with you inside JSM checklists, while you stay in full control.

Interactive Mode — our newest feature — was built in direct response to a real customer request. One of our enterprise clients approached us with a recurring challenge: they needed a way for requesters to actively confirm checklist items. Existing solutions didn’t offer the control, security, or native integration they required — so we built one.

Now, with Tick’s Interactive Mode, clients can check off tasks, add new items (when allowed), and track progress in real time — all directly from the Jira Service Management portal.

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How to Use Interactive Mode

Step 1: Enable Interact

From the checklist’s menu, agents can activate Interactive Mode by selecting “Enable Interact.” This makes the checklist editable for the requester in the customer portal. You stay in full control of when (and where) clients can collaborate.

Image 1. – Enable Interactive Mode in one click

Step 2: Clients Collaborate in the Portal

When enabled, clients (i.e., Jira Service Management request participants) can:

• Mark checklist items as complete
• Suggest or add new items (if permissions allow)
• Track progress and updates in real time

Image 1.1 – End users can now interact with checklists in the portal

Everything happens right in the JSM portal, making collaboration seamless and immediate. And all this without contacting the support team separately.

Step 3: Disable at Any Time

If collaboration needs to be paused, agents can disable the feature at any moment.

Image 1.3 – Disable Interactive Mode at any time

When Interactive Mode is turned off, the checklist becomes view-only again for end users. Clients can still see the progress — but can no longer make edits or updates.

 

Image 1.4 - Back to read-only for clients

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Why This Matters

Interactive Mode is more than a convenience feature — it solves real, recurring problems in modern service teams:

IT Support

When a technician resolves an incident, the agent can include a checklist item like “Client confirms issue resolved.” The client can mark it done directly in the portal, eliminating the need for email confirmation or additional follow-up tickets.

Facilities and Maintenance

For facilities teams managing tenant requests, the checklist might include “Technician visit completed” and “Tenant confirms fix.” Allowing tenants to tick off completion provides transparency and avoids delays.

HR and Onboarding

New hires often receive onboarding checklists managed by HR teams. By enabling Interactive Mode, HR can allow the new employee to mark off completed steps (such as “Reviewed policies” or “Signed documents”), creating real-time visibility into onboarding progress without needing Slack or email updates.

And here’s where the real value appears: new hires themselves often know best what they’re still missing. With Interactive Mode, they can directly note additional needs in the checklist — for example:

• “Request access to Project Management Tool”
• “Order ergonomic chair”
• “Schedule product training session”

This proactive, two-way communication ensures that HR can address gaps immediately, creating a smoother and faster onboarding experience for both the employee and the team.

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Full Control and Security

Interactive Mode is carefully designed to give teams full control over collaboration scope:

• Only agents can enable or disable the feature
• All client actions are permission-based
• The feature is configured per issue, not globally
• Visibility settings let agents show or hide the checklist or its progress bar from the client portal

This ensures that collaboration happens only when intended, and in a secure, traceable way.

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A Practical Addition to Your JSM Toolkit

As service teams scale, asynchronous collaboration becomes a necessity. Tick’s Interactive Mode provides a practical, structured, and secure method for involving clients in issue workflows — without compromising the integrity of your Jira setup.

It is particularly useful for:

• Streamlining approvals
• Tracking confirmations
• Avoiding missed steps in onboarding
• Enhancing real-time collaboration with external stakeholders

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Learn More

Tick — Checklist for Jira Cloud on Atlassian Marketplace

Tick is the only checklist app for Jira that provides this level of controlled, per-issue collaboration directly inside the Jira Service Management portal.

If you’ve used Interactive Mode in your workflows — or plan to — we’d be interested to hear about your experience. What kinds of processes would benefit most from direct client input?

Feel free to share your use cases or ask questions in the comments below.