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How to assign a ticket to a 'Customer'?

svadivelu

Hi,

I'm looking to associate tickets in the queue with a customer name so we are able to sort open tickets by the customer name. Currently we do not have customers setup and I'm having trouble with this configuration.

Hoping you can provide the best practice for configuring customers and assigning tickets to a particular customer name.

Thanks,

Accepted answers

All comments

Ajay _view26_

Jira ServiceDesk has the concept of Customer Organization to solve this use-case. You could do it manually or use Automation for Jira

Mike Bowen

Hi @svadivelu,

It is very simple actually and even though I agree with @Ajay _view26_ with the two solutions he has provided, it is important to get the basics right first before looking into plugins etc. Automation for Jira is an excellent tool and I would definitely recommend it once you've mastered the basics of Jira Service Desk.

Assuming you are an administrator in Jira Service Desk do the following:

Directly under Queues is Customers, click into it. (here is the path: https://**********.atlassian.net/projects/<your-project-code>/customers
Replace ******** with your Atlassian domain. It will take you into the Customers page.
Click on Add Organizations.
Give it a name and click on Add. (e.g. XXXX).
Click into the organization you just created.
Now you need to invite your customers (users) to the Customer Portal. Click on Add customers. (e.g. john.doe@xxxx.com)
Enter in their email address and press enter. Repeat for the next user. When you are done, click Add. (Those users added will now receive an email inviting them to the Customer Portal. Once they are signed up, they will be able to log into the Customer Portal, and click on a request type to raise a ticket).
The tickets will arrive in your All Open Requests Queue.
Create a new Queue and name it the Customers name (organization name), (e.g. XXXX Tickets).
Edit the Queue and in the Filter by area use JQL (not basic) and paste in: status in (Escalated, Implementing, "In Progress", Open, "Peer review / change manager approval", Pending, Planning, Reopened, "Under Review", "Under investigation", "Waiting for approval", "Waiting for customer", "Waiting for support", "Work in progress", "On Hold") AND Organizations = "XXXX" ORDER BY Key DESC then SAVE.
Done. Now when a signed up user in organization XXXX logs into the Customer Portal and raises a request your All Open Requests & XXXX queue will receive the ticket. (Mind you the user must share with organization in the Ticket Request Form on the Customer Portal.
If you have multiple customers then simply repeat the steps for each of the customers.

Once you've mastered Customers, Queues, SLA's etc, I would definitely recommend Automation for Jira.

-Mike

svadivelu

Hey Mike, appreciate your response. I'm not looking to invite customers at the current moment. I need to associate all our incoming tickets with an organization so we can report against it. (ie. how many tickets from customer A)

Is organization the best option for this use case?

I can't seem to link a ticket to an organization in the 'create' pop out window. This field is visible once the ticket is created. Is there anyway to expose this field at the time of creation?

Mike Bowen

Hi @svadivelu

Okay, so who are the incoming tickets from? Where are they arriving in your All Open Requests queue (From the Portal or Email)? Is your setup open to anyone or closed by invite only?

Organisation is customer name, they are one and the same thing.

Can I also assume all the incoming tickets are from the same Customer?

If you could share a screenshot of what you are doing that would help. You can blur out any sensitive info if you like.

-Mike

svadivelu

Hi @Mike Bowen

The tickets are coming from different customers (20+ currently) and also being reported by the internal team from my company on behalf of the customer. The majority of tickets are generated from our 'support@' email address but we do receive a few tickets directly from the portal. (do you recommend we steer customers to one stream over the other?)

The end goal here is to monitor, track and report tickets on a per customer basis. Presently I'm unable to answer 'how many open tickets do we have from customer X' or 'how many tickets were resolved for customer Y.'

Appreciate your help here!

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