How to implement queue tracking for customer transparency?

[Angela Beck]

My company runs on scrum and we would like to be more transparent with customers as to where a given support ticket is within our backlog.  For instance, if a customer submits a ticket, we want them to be able to see that their ticket is #15 out of our 50 tickets currently prioritized within the system.  Is it possible to configure this within Jira?

[nina_schmidt]

@Angela Beck you might use different security levels for each customer to give them acces to there own tickets. 
A workaround for the report number x of 50 might be sorting (like @Dave Liao suggested) and display the list on a dashboard where rank and ticket number are displayed.
they only see there own security level tickets. 

[Dave Liao]

@Angela Beck - are your customers internal to your company, or external? (That is, do they have accounts in your Jira Cloud instance?)

If they're internal, you can always create a Kanban board to show open support tickets, sorted by priority.

There are many ways to handle sorting - sorting by drag-and-drop might be reasonable depending on the volume of support tickets you handle.

[Angela Beck]

Hi @Dave Liao ,

Our customers are external to our company.  Therefore, they would not be able to view a Kanban board that lists all of the open support tickets.

Also, because we have a large customer base, we don't necessarily want our customers to see the details of tickets other than their own.  We just want them to have a snapshot status of the number that their ticket is within the entire ticket queue.

Thanks in advance!