Hi Janine, it's my understanding that by default, they would be able to see the status of their ticket in the Portal. Do you have some mechanism that you are using to queue up tickets? I'm not familiar with any default functionality of JSM that provides that functionality. If you are using a custom field to track this internally, there isn't a way to add custom fields yet into the portal. There's a ticket for that task that you could vote for and watch for updates.
Hope that helps.
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