Agent created work item visibility in portal

[Rachel Wolf]

Has anyone determined Atlassian's reasoning for obfuscating work items created by an agent in CSM? Their documentation explicitly states that their portal visibility is only for items created via external channels. 

• What about when a customer calls? Do I tell them sorry, go to the portal or use this random voice channel that I don't ever expect to use? 
• What if they email the wrong channel? Sorry - email someone else.
• What if I am on a Zoom as part of a retention call? Sorry - I can't help you, make sure you email this email address or visit our portal! We know you're already experiencing friction so here's some more. 

I understand that I can still make the tickets myself but I am losing the option to encourage self service the next time they interact with us. I can't link to where they can manage their request. I can't tell them "Return to the portal and view the outcome if you ever need to reference it again". Nothing - no carrot. 

Just allow me to attach the darn form or whatever supposed magic there is so I can manage work and include my customers in the process. 

[Dorothea Linneweber · Accepted solution]

Hi everyone, thanks for raising this here!

First up, I can confirm that this limitation is front of mind, and we are actively exploring solutions with the aim to ship them over the coming months. Feel free to follow this ticket for updates: https://jira.atlassian.com/browse/CSM-33

For some background as to why this limitation exists today:

In CSM, we intentionally separated external channels and surfaces from the spaces that agents operate in. This was done to allow more flexible support operations - including scenarios where:

• One external channel routes to multiple different spaces (depending on the nature of the request), or
• Multiple external experiences all route into one space (if the same team handles the requests)

More context here: 🔄 Onboarding Topic #4: Support Workflows

This flexibility came with an unfortunate trade-off: when an agent raises a work item directly in a space, the system cannot tie it to a single support site to display on (since multiple external support sites could all be routing into the same space).

Important note: The request is still raised - customers can be set as reporters and will receive notifications about it. They just cannot access it from the support site yet.

We appreciate your patience as we're still early in our journey, and please rest assured we are actively looking into this!

[Arkadiusz Wroblewski]

Hello and welcome to Atlassian Community @Rachel Wolf 

What should I say? What you pointed out is a known product limitation, but CSM is a new "baby," so I'm sure this will be addressed sooner or later.

It's definitely a frustrating gap, and absolutely worth flagging to Atlassian.

Best,

Arkadiusz 🤠 

[Rachel Wolf]

While I understand gaps and missing features (I work in the customer experience part of a software development company) this feels like shipping an email client that only accepts messages from external email addresses.

Does it do a task? Yes. Does it have an arbitrary and unnecessary boundary that negatively impacts the product? Also yes. 

I haven't seen anything that suggests that there is an intent to reverse this weird line in the sand. It's honestly blocking my adoption of this "baby" (I feel embryo is a more appropriate term). 

If you have seen that there is a speck of regret on the release of this half solution please do point me in the right direction so I can relentlessly upvote. I would prefer to stay in the Atlassian sphere to better interface with out engineers but not at the expense of customer experience or my sanity.