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Expose a customer dashboard on the customer portal?

Hello

We have 25 service desk users and 200 customer users.

Only the 25 service desk users may work on the tickets, servicing the 200 customer users that are able to create tickets via the customer portal.

I would like to create a customer dashboard so that customers can see the entire workload and categorization of all logged tickets (sort of a live SLA report)

I have tried adding the 200 customer users to a group and sharing a dashboard with that group, even giving the 200 users browse permission to the desired project, yet the dashboard menu is not visible to them on the customer portal?

Am I going about this wrong? Does the customer portal allow for dashboards? The goal is to have a url that customers can navigate to and see a shared dashboard so that we don't have to generate printed reports for distribution.

Accepted answers

All comments

Walter Buggenhout

Hi Lior,

Unfortunately, you cannot expose your beautifully crafted Dashboard through the Customer Portal. The dashboarding functionality is part of JIRA Software and JIRA Core, but not of JIRA Service Desk.

To have some insight on the status of tickets, your Service Desk users can have a look at the 'Requests' page (from the link at the top right corner of the portal), where they at least have some overview of the tickets they reported or that have been shared with them.

This week, an extension to that overview has been added through the introduction of an 'Organization' concept. This much requested feature should allow people belonging to the same organization to have a better overview of all tickets created from their company. And I'm sure more enhancements will follow. The feature is - for now - only available on Cloud instances, not on Server yet.

In the meantime, if you want to expose your Dashboards to you Service Desk customers, you should grant them Application Access to JIRA Software so they can actually access the dashboards. But be aware that that also means they will take up a license seed on JIRA Software.

Is there any update to this question? Is there now a way to

expose a customer dashboard on the customer portal?

How we overcame this is by building a web app that displays the data graphically but this is another application to JIRA.

hey lior do you have a sample of what you did with the web app? am also looking for ways for our customers to have access to our interactive dashboards

Dean Vincent_6rfral

Dashboards can be a little challenging within Jira Service Desk.

Each dashboard can be share with specific user groups (Jira service desk users - agents with a license)

If you use an advanced search to create the filtered list and then export it to the specific dashboard. You will also need to ensure the filter report is share to Jira service desk users so they can seen the dashboard).

I have not yet found a way to publish a dashboard to customers via the portal.

Adrienne Bolger

I've been evaluting this plugin for this purpose: https://help.view26.com/crfjss/publish-report-s-in-customer-portal/sharing-view-with-a-jira-servicedesk-organization

(No affiliation with the company). But after a 15 minute eval, this is a pretty nice plugin and it does work!

Hi,

Is there an update on this topic, please? I would also like to give dashboard visibility to our customers across the service desk performance.

Thanks

Erika

Gorka Puente {Appfire}

Hi @erika and @Lior Schwartz

We provide a commercial app that allows you to create dashboards and share them externally, without giving access to your Jira instances, so no need to create extra seats for the dashboard viewers.

The app is called Ronin Dashboards for Jira, although it's cloud, we're working on the data center version.

We provide pre-defined templates, so you can up and running in less than a minute:

Screenshot 2021-02-17 at 13.01.51.png

You can see a live example here.

Hope this helps!

Hi

thanks for the update. I have 2 questions.

These dashboards cannot be accessed by the customer through the customer portal?

Can I have different dashboards for different clients?

Thanks

ERika

Gorka Puente {Appfire}

Currently, for users of the customer portal, you have to share the external link of each dashboard, so they can access. And you could create a different dashboard for each of your customers. We have already an organization doing that exactly, instead of sending manually a pdf with the SLA report, they are creating a dashboard for each customer, and the corresponding external link, so customers can see live SLA reports.

Ping me gorka at roninpixels dot com if you want a quick call to see this in action

Cool that is good to know. I might use that opportunity, let me just play with it a little first.

You can give dashboard visibility to your customers across the service desk via Charts and Reports for Jira Service Management from VIEW26.

You can also refer to the article Expose your beautifully crafted Dashboard through the Jira Service Desk Customer Portal to learn more. Hope this helps!

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