How can we allow customers to see ALL tickets in a specific JSD?

Question

We are trying to create a JSD where all of our customers can see all open tickets.

This will reduce the load on our customer experience team from having to answer the same type of tickets over and over.

We have no problem allowing our customers to see eachother's tickets.

As a side note, creating one organisation and then adding everyone to it is a hassle as we already have 1000s of existing customer users, and maintaining that organisation is just not feasible.

To summarise, we would like all our customers to see all tickets on a specific JSD/portal. Possibly, allow them to comment on other customer's tickets.

Tabatha Spake · Answer

Hello. Is there a way to allow just one or two customers to see all tickets created within their project?

Boyan Angelov _Nemetschek Bulgaria_ · Answer

Hello Amin,

I understand your points here, but we cannot give the customers full access to the tickets through the addon, as this is controlled by Jira Service Desk internally. All we can do is show the information for the tickets in the additional report we create. I am sorry if that is not enough for you. I have no idea if there is another addon that can fulfill your needs.

Best regards,

Boyan

Amin Chehab · Answer

@Boyan Angelov (Nemetschek Bulgaria)

I have installed the plugin you referred to, and I can see that it doesn't suit our needs.

Mainly:

* Accessibility* The customer has to click on "Advanced Reports" which is not very visible, as it's a submenu under their avatar.
* They must change the default filter to see All requests

* Viewing/Interaction* Clicking on a ticket that was not created by them leads to a "you don't have permission to view this" screen which seems to be unavoidable

Ideally, we need the tickets  to be visible to them when they click on Requests -> All, and be able to interact with the other tickets such as leave comments and watch/vote