JIRA as TTS

[Cinthya]

Hi,

We currently use JIRA as an internal support ticketing system but will soon implement a new client that has requested a ticketing system. 

Once a ticket had been created by a member of our team, how could we provide visibility of that ticket to our client, and the ability to interact?

[Carlos Garcia Navarro · Accepted solution]

Hi Cinthya,

I assume that you and the client don't share the same Jira instance. If that assumption is correct you have a few options:

- You can make a Jira project public but then everyone can see the issues in that project, which is probably something you don't want.

- You could have a Jira Service Desk project that your customers can interact with. Customers don't require a Jira Service Desk or a Jira license (as described here: https://confluence.atlassian.com/servicedesk/jira-service-desk-faq-827116269.html):

Customers are users who create requests through the customer portal or by email. Customers do not have access to the service desk project view used by Jira administrators or Jira Service Desk agents. Customers can:

• Create, comment on, and track requests through the customer portal
• Create and comment on requests via email
• Add comments and attachments to requests
• Add other participants to their own requests

Customers do not require a Jira Service Desk license or Jira user license, so you aren't limited to a certain number of customers who can create requests through your service desk.

In this case, I'd encourage your customers to create their tickets in the portal, and your team (agents) could add comments which could be public (shared with the customer) or private (internal).  Also, customers can see their own tickets but not the ones created by other customers.

[Cinthya]

Thank you Carlos!