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Hide support ticket once received

Dorothy Dixer

I am looking to modify our service desk for when customers submit a feature request or a general question that the site will say thank you for your request (with a reference #) but I do not want them to have access to the ticket that was created. Is there a way to do this?

Dorothy Dixer
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The above query was received by the ThinkTilt/ProForma support team.

Accepted answers

Jennifer Choban

If you’re using ProForma for your portal form, you have the option of setting the request form to "Internal" once it has been received. This means that the customer will not be able to see the request form they submitted, but they will still see the ticket number, name and current status.

To make the form internal, go to the top bar of the form on the issue and use the toggle to set the form from internal to external. Then click Confirm.

Internal forms are only accessible on the issue. External forms can be accessed on the issue or via the customer portal. External vs Internal.png

All comments

Jennifer Choban

To make the form internal, go to the top bar of the form on the issue and use the toggle to set the form from internal to external. Then click Confirm.

Internal forms are only accessible on the issue. External forms can be accessed on the issue or via the customer portal. External vs Internal.png

Jack Brickey

what do you mean by "have access to the ticket". As a customer they won't have access to the JSD application but would have access to their issues in the portal. Do you not want them to be able to monitor the tickets they created? You can also consider a non-portal solution using the Widget feature or simply email creation. In the widget scenario they would create an issue via the portal/website of your choosing and then they would correspond via email beyond that.

embed-request-forms-anywhere

Jennifer Choban

Hi Jack,
Thanks for the reminder about the JSD widget.

The above question came from a customer who uses ProForma to create forms on the JSD customer portal. ProForma lets teams collect all of the process-specific information they need without requiring custom fields or complex configurations (refer to this article for more information https://community.atlassian.com/t5/Jira-articles/Five-Options-for-Creating-Jira-issues-from-Online-Forms/ba-p/845260). It also lets you include multiple forms per request and allows customers to update their request forms from the portal (rather than having the updated information buried in a comment chain). In this case, Dorothy wanted her customers to be able to create requests via a form on the portal, but not have access to the form once submitted - hence the use of the internal/external feature.

Jenny

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