Mobile responsive helpdesk portal does not seem to work?

[Rhys Duindam]

Heya,

I have been struggling to find a solution to mobile view of the helpdesk portal. When the portal opens now it does not scale well and the Rovo agent blocks the full view of the portal. 

• Searchbar text - how do I write a shorter text?
• Should I just disable the Rovo agent?
• Virtual agent also goes completely insane on the forms page?

When I look online, I see a completely different view for mobile which goes full width, but that is not visible for my site. Am I doing something wrong?

To try it yourself, the url is:

https://i3group.atlassian.net/helpcenter/i3connect-support/portal/1023/group/-1

Cheers,

Rhys

Screenshots

[Arkadiusz Wroblewski · Accepted solution]

Hello and welcome @Rhys Duindam 

From your screenshots, this does not look like something you are doing wrong.

In JSM Cloud, the mobile portal behavior is mostly Atlassian-managed, and the supported customization is around things like portal/help center text and branding, not the underlying mobile scaling.

For the Rovo agent yes, I would absolutely test the portal with it disabled first, because that seems to be the biggest blocker in your screenshots. If the layout is still poor after that, you must live with it. It's not something what we can influence.

[Rhys Duindam]

Thanks for your answer ;) I did notice a difference yeah. Shame the search bar doesn't scale. I can't seem to change the text either? The rest seems to work ok like this. Also noticed that you needed to have a logo that was not particularly wide, as it then expands the entire frame beyond the viewport of the mobile device... clear bug :P

[Daniel Vest]

You may want to try out Refined. It has been a huge help and a great improvement for UX for our deployment of JSM.
https://www.refined.com/solutions/it-service-desks

[Rhys Duindam]

Yeah I saw that, but I am a little curious if the AI search etc integrates with Rovo search and therefore also can make tickets and handle scenarios? Did you have any experience with that?

[MobilityStream]

Hi @Rhys Duindam ,

You are correct the portal's mobile behavior is pretty limited and there isn't much you can tweak beyond the basic branding settings you've already played with. Things like the oversized search bar and logo overflow are on Atlassian's side, not yours.

If your main goal is a clean mobile experience for agents working tickets rather than relying on the help center layout, you might look at our paid Mobility for Jira app (I'm with Mobility Stream). It gives a dedicated mobile app for Jira/JSM with proper mobile UI and support for Assets and Forms, so you can essentially sidestep the portal's responsive quirks.

• Mobility for Jira (Atlassian Marketplace)
• Mobility for Jira Portal App (Apple App Store)
• Mobility for Jira Portal App (Google Play Store)

Docs are here if you're curious about the details: https://docs.mobilitystream.com/mfj/



If you want to dig deeper into your setup, feel free to drop us a note at support@mobilitystream.com.

Kind regards,

The Mobility Team

[Rhys Duindam]

Heya thanks for the information!

[KC Wong]

You are correct the portal's mobile behavior is pretty limited

Understatement of the year! It's downright unsuable. What responsive UI? Even on laptop screen components are often hidden out of screen (e.g. Filter search result screen, select column dialog actually has a save button you need to click but on laptop resolutions it is outside the bottom of the screen unless you zoom out).

I'm in a meeting with a client right now, a coworker is demonstrating the customer portal on mobile browser. Guess what the client's been saying the last five minutes. 

The non-stop Rovo popup, how obnoxious it is, and how long does it really take Atlassian to fix? At this point you have to believe they are doing it on purpose.