How can customers (ie sales, CS, etc) see what's happening to their ticket in the support portal?

Question

How can I make sure the JIRA service desk ticket status remain visible in the support portal when I move it around JIRA help desk and updates the reporter with its progress?

Currently, when a person submits a ticket from the support portal, it appears in the help desk. When I move it from project to boards, the ticket disappears from the support portal. I need the submitter to get visibility to what's happening with the ticket in the support portal.

Angélica Luz · Answer

Hello @Sam Cusano,

Welcome to Atlassian Community!

When using Jira Service Desk, tickets are visible in the customer portal when the Request type is set.

If the Request type is empty, customers won't be able to see the ticket and won't receive notifications.

I understood that the ticket is created in Service Desk, but then it's moved to a Jira Software project, please correct me if I'm wrong.

If that's the case, customers can't see the tickets because the Request type is specific for Service Desk.

The best option, in this case, would be to create an automation to clone the ticket created in Service Desk to Software. Also, it's possible to create an automation to copy comments, for example, so when the developer comments on a ticket, it would update the ticket in Service Desk.

For example:

If you have any other questions, please let us know.

Regards,
Angélica

Zoryana Bohutska _SaaSJet_ · Answer

@Sam Cusano Each board can have different statuses, so it possible.

This app also lets you see statuses changing.

Sam Cusano_ut9g0u · Answer

Hi, Zoryana, thank you for your response. I have seen it. I'm looking to see if the status of the service desk ticket in the support portal can change as it moves along the helpdesk boards.