Is it possible to add a custom "Like" button to JSM ticket screens for customer portals?

[Koki Hattori]

Hello,

I am building an internal idea-sharing portal using Jira Service Management (JSM)
on a cloud instance. The use case is as follows:

- Sales staff across the country submit customer requests and field ideas via JSM forms
- All portal customers can view each other's tickets
- We want users to "like" or "vote" on tickets they agree with,
so that popular requests can be automatically escalated

We are currently on a Premium plan.

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What we have tried so far:

1. Vote feature
We looked for the vote feature under "Issue Features" in Jira Admin settings,
but could not find it in the current UI.
The URL /secure/admin/EditIssueFeatures!default.jspa returned a 404 error.
Is the vote feature still available in Jira Cloud? If so, where can we configure it?

2. Comment-based workaround
As a workaround, we set up an automation rule that detects comments containing
the keyword "いいね" (Japanese for "like") and increments a custom number field.
However, this approach is unreliable because:
- Some users respond with emoji instead of text
- Users may not read the manual and use different wording
- Duplicate "likes" from the same user cannot be prevented at the system level

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What we are looking for:

We would like to know if any of the following options are available in JSM:

1. A native "like" or "vote" button on the customer portal ticket screen
2. A way to re-enable the vote feature that was available in classic Jira
3. Any recommended approach for collecting user reactions on JSM tickets
without relying on comment text parsing

Any guidance would be greatly appreciated.

Thank you.

[Trudy Claspill]

Hello @Koki Hattori 

Welcome to the Atlassian community.

There is not a pre-built native feature for this. There is an open change request to which you can add your vote.

https://jira.atlassian.com/browse/JSDCLOUD-1743

Here is an idea, which I haven't had time to test.

Create a looping transition (from any status to itself) to the workflow.

Check the option to show the transition in the customer portal.

Customize the transition or use an automation rule to upvote the issue.