Is there a way to share a Service desk ticket to all customers to inform them?

menno.jansma@proactis.com

Hello,

We are a SaaS application party and we we do not allow our customers to add people outside their own organization. However, if we have an issue concerning all customers, we would like to be able to inform them in a way that stops them from filing tickets. We have tried the portal announcement, but it does not actively inform the customers (and shouldn't). Is there a way we have not thought of? 

For example, can we create a ticket as agents ourselves, which we share with a 'group'? We do not want customers to be able to share with that group themselves, but we would like them to be able to comment. 

Any help?

 

Thanks, 

Menno 

Servicedesk Agent

Alexander Bondarev_x6gjf3

menno.jansma@proactis.com , i know how to resolve your problem.

As I see the nice solution is creating a transition available to certain people(JSD-agents) in certan conditions that will send an email notification to a specific group.

So you can create any custom Email to the group using plugins(for example - Jira Misc Workflow Extensions)

Or you can try to do it from "in-box" it depends on your business-case:

1. You should create new user-group , for example 'all customers' and add there any people

2. Create new event (Administration - System - Events)

3. Update or create new Notification Scheme where you will add new event and make a notification to the current group.

4. Update your workflow - there are a lot of solutions:

a) you can create just 1 transition and make it available to some Agents(or group) which will have in post-function with new event from #2.

b) creating new sub-task with new Event from #2 on issue-creation.

c) etc.