How to show tickets updated by customer

Question

Hi Community,

is there any possibility to show updated tickets where customers did something?

In my case i want to see tickets thats updated by customers shown on my dashboard. If the status changed i can track it sure, but if the status is "in Progress" and the customer write a comment with additonal informations i cant see this on my board. I know i can trigger an email but i have some collegues that work 90% in their boards. I need somthing like a "unread" function for tickets that have new information.

thank you in advance

Erki Tammik · Answer

@Peters Dominic

I solved this by adding an additional status called "Waiting for a customer." Every time a ticket requires a reply from the customer, I use this status.

When the customer responds, automation will transition the ticket to the "In Progress" status. Alternatively, you could use a different status such as "Customer replied" to indicate if the customer has replied.
Automation was configured to react only if "Reporter" or "Request participant" adds a comment.

This approach allows you to create filters and utilize the filter results gadget on dashboards. You can have two gadgets side by side: "Waiting for a customer" and "Customer replied." This way, you can clearly see how tickets are moving and track who has updated it last.

Additionally, you can add a "Last updated by" field in the columns of your queue or on dashboards to easily identify who last updated the ticket.

John Funk · Answer

Hi Dominic,

You should be able to add an Activity Stream gadget to a dashboard and then based the gadget on a username. That will show you all activity the user generates in Jira.