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Can I hide the ticket overview and portal from customer?

Liron Lamski

Hello everybody,

I was wondering if there is a way to hide the ticket overview and the portal from customers. I want to have communication flowing only through E-Mail, meaning that my customers can only see the Mails without being able to click on links that will redirect them to their ticket in Jira. Only my agents should be able to see the details of ticket in Jira itself.

Is this possible? maybe with the help of an extension?

Thanks for the help.

Accepted answers

Daniel Ebers

Hi @Liron Lamski

I know what you mean. We built it in the past for a client in a way the communication to the customers is stripped down as much as possible.
We did this by adjusting the templates, you can learn more about it here:

https://support.atlassian.com/jira-service-management-cloud/docs/change-the-look-and-feel-of-customer-notifications/

We deleted the link to the portal also.

However, tech-savvy users can still have a look into the headers of a received mail and can recognize (with not so much needed effort!) that "behind" is Jira - there is nothing you can do to hide it fully.
Also, the format of a request EXAMPLE-4711 will experienced people always tell that there is a Jira which they came in contact with.

Cheers,
Daniel

All comments

Tom Jones [Appsvio]

Hi,

By default, all requests are visible to the reporter.

To meet your needs, you can use the Automation module to change the reporter to any technical user. After that, the issue will be no longer available to the original reporter on the Portal.

Cheers,

Liron Lamski

Hi Tom,

thanks for the reply.

If I do that as suggestes wouldn't that mean that my customer still knows that I use Jira?!

What I want to achieve is that when I get a request from a customer and I reply, they will only see their ticket number and my answer and nothing else in connection to Jira...

Daniel Ebers

Hi @Liron Lamski

Cheers,
Daniel

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