Ability to view Requests as a Customer

[Chris Green]

Is there anyway for us to view a customer's Requests page/summary on behalf of the customer, so we (as agents or a JSM admin) can see exactly that they see? Ultimately, without needing to get on a phone call with a customer to review with them, I'm trying to see if they have the ability to see all of their tickets for their organization or not. 

[John Funk]

Hi Chris - Welcome to the Atlassian Community!

No, you will not be able to log in as them. Have them send you a screenshot of what they see. 

[Walter Buggenhout]

Hi @Chris Green and welcome to the Community!

Not as far as I am aware of. But I have the impression that there is another question hidden underneath the surface of this one. What problem are you trying to solve?

JSM runs on computers and they are quite binary in their ways of processing stuff. So, if the list of tickets matches the criteria needed to be visible on the portal, they will show up. Users sometimes don't use the right filter criteria on their request view to see tickets raised by colleagues. But that would be a scenario where jumping on a call would be quite insightful ...

[Chris Green]

We're looking for an easy & clean way for our clients to see all tickets, whether open or closed for their organization. We meet with most of our clients on a weekly or bi-weekly basis and do a ticket review. I'm just not sure what the customer sees on their 'Requests' page and if this is dependent on permissions / their role at their organization (I've never dealt with this side of JSM). Might be easier to just jump on a call with a client and review what they can see on their 'Requests' page. 

[Walter Buggenhout]

Oh, ok. That is quite limited, to be honest. It really isn't much more than this:

In short, it is a list of tickets with - again - a limited set of available fields and just a couple of filter options.

It definitely meets easy and clean, and as a consequence does not offer a lot of detail. The intel is on your end of the interface 😉