How can I add more visibility to the customers portals issue list?

[Daniel Joslin]

Hi All,

I am looking into customizing a help center, and wondering if a few things were possible.  I currently have it set up so a customer can view all open tickets for their organization.  However, it is not clear how that list is organized.  Also, is there a way to organize that list on the customer portal?

Also, visibility is a big concern.  The customers would like to be able to see where they are "in line".  Currently, it is difficult to tell because all items are either "Waiting for Support". or "Waiting for customer".  So it is hard for them to see if their request is at the bottom of a long list, or if their high priority has made it to the top and will be handled by the next person.

Does anyone else have suggestions on how to handle this?  

[Susan Hauth _Jira Queen_ · Accepted solution]

Hi Daniel,

The view of all requests on the portal is quite limiting.  There are some open requests with Atlassian to improve such as sorting and adding custom fields.  Extension for Service Desk add-on will allow you to make some changes to that list.

Your second question, would be to perhaps add in some more status/steps between "waiting for support" and waiting for customer.  So if they're up the list maybe you can use a different status/step to indicate so to the customer.

Hope that helps

Susan

[Daniel Joslin]

Thank you Susan.  I will look into that add-on and see if it can help.  What you are saying about statuses makes sense.  I was moving in that direction as well.  It seemed like the best that can be done given what they can access from the portal.

[Susan Hauth _Jira Queen_]

THere is very limited information that changes that you can actually show onthe portal.  It's really only the status and comments. 

The Extension for Jira Service Desk will let you put a few more fields on like Assignee and maybe you could use a fake assignee (level 1, level 2) to indicate it's moving up.  As well as you could show the SLA with that add-on.   However, none of my 11 implementations of service desk have ever wanted the SLA displayed.  LOL.

Good Luck

[Boyan Angelov (Nemetschek Bulgaria)]

Our add-on Advanced Portal Reports for Service Desk would help customers see all tickets, sort, etc. That might also help.