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Is there a simple way to let customers to close their own Tickets on Jira Service Desk cloud?

Hannah Churchman

Hi all!

I'd love to give customers the ability to close their own Tickets when they are happy with our response. Is there a standard setting to allow this OR does it involved a crazy complicated workaround OR is it simply not possible?

I've had a look around on the Community and KB but there isn't really a straight forward answer.

Anything we can do to allow this would be amazing for our support team and our customers.

Hannah

Accepted answers

Mike Bowen

Hi @Hannah Churchman

Customer can resolve or cancel the request from within the Customer Portal.

See here:

Customer Portal - Cancel or Resolve.jpg

-Mike

All comments

Mike Bowen

Hi @Hannah Churchman

Customer can resolve or cancel the request from within the Customer Portal.

See here:

Customer Portal - Cancel or Resolve.jpg

-Mike

Hannah Churchman

Thanks @Mike Bowen - do you know how to switch this functionality on and if it is available on Jira Cloud?

Many thanks

Hannah

Mike Bowen

Hi @Hannah Churchman

When you set up your customers into organisations undedr Jira Service Desk (cloud) and invite them to the Customer Portal, once they have logged in and raised a request, those options are available on every request. It is basic workflow for a request.

If customer is raising requests via email then I guess not! They could email in and ask for the request to be cancelled or resolved, in which case one of your agents would need to resolve or cancel the request.

Yes, this is for cloud, and I would imagine for Server as well.

-Mike

Gareth Morgan_q5opjp

It looks like the functionality is off by default. Only thing my customers can do is toggle notifications. Was looking into this for our company and kinda disappointed by a basic function like being able to close your own ticket missing.

Vincenzo_4qwi3c

Hi All,

has anyone found a solution to this problem?

Thanks,

Vincenzo

Eswar Vandanapu_u31bg5

This is working for certain request types by default. I am trying to make it work for Bugs and Improvement requests as well. Is there a way to make it work for them as well?

Bonny W

I followed these instructions today and they worked. Be sure to click on the transition line to enable, not the status itself

https://support.atlassian.com/jira-service-management-cloud/docs/show-a-workflow-transition-in-the-portal/

Faizan Hussain_nk7bka

Followed the steps from this document (https://support.atlassian.com/jira-service-management-cloud/docs/show-a-workflow-transition-in-the-portal/) to enable "Show transition on the customer portal" and then Publish the workflow which made it work for me.

Kathy Hart

Thanks for finding this. It worked great!

Paul Forrise

This is the instruction that helped me complete this. Thank you for posting this.

Caleb TeBokkel

Is there a way to let them push the ticket to Closed, instead of Resolved or Cancelled? These statuses are redundant in our use case

Cory Valentine

Hi, sorry I know this 2 years old now - but I can't get it to show even after following the above steps?

Cory Valentine

Ignore this - I was looking at the wrong status.

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