See all tickets (not only mine)

[Cédric Haté]

Dear communty,

I'd like to know if a customer can see all request (from everybody).

Actually, it's not the case, even when the customer choose option "All request".

I don't when to change role as Agent in order to see all request.

Thanks

[Dave Mathijs]

Hello @Cédric Haté welcome to the Atlassian Community!

By default, a customer can only see their own (created) requests.

They may see requests that have been shared with them after creation.

Do you want a customer to see all requests or not?

[Cédric Haté]

Thanks Dave for your answer,

indeed, i'd like a customer to see all requests (from everybody),

is it possible ?

[Dave Mathijs]

In that case, you'll need to create an organization and add all customers to that organization.

Attention though, also all updates (and notifications) will be shared with ALL customers, this might not be what you want.

You can find more info in this documentation article: https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/ 

You'll also need to update the Products > Jira Service Management > Configuration

Should new requests automatically be shared with a customer's organization?

Yes, automatically share email requests with the customer's organization. Requests sent from the portal will also be shared unless the customer selects otherwise

This is a global setting, so valid for all service projects.