Need a way to see a list of customer tickets without showing internal comments

Question

We have Service Desk for our customers to enter tickets. Our Customer Support team routinely meets with our customers to review their issues list.  They can't do this from inside Jira because there are internal comments. They can't do this from Service Desk because even if we made them a separate login, they can't be a member of every organization.

How can we provide the Customer Support team with what they need?

Katrina Meyers_ghrnze · Answer

There is a problem with this method though. Once I'm in an organization, if I make a comment on a ticket that is Waiting for Customer, it thinks I'm replying AS the customer and flips it to Waiting for Support.  This is not desirable as we're on calls working with our customers on tickets.

So each of our reps has to only add themselves to the Organization while they're on the call, not make notes in the tickets, and then remove themselves. This is not streamlined.

Katrina Meyers_ghrnze · Answer

Yes, they can show one ticket at a time, but they're working through the customer's list of open tickets when they're on the phone.

I figured it out with help from our Jira admin:

1. In the Support project, go to Organizations

2. Added myself the Organization.

3. Now, when I go to the Portal and click on Requests, I can choose which Organization to see the list of requests for and that can be used reviewing open tickets with the customer.

Carla Ann Rowland · Answer

@Katrina Meyers I am a little confused on how your agents are communicating with your customers.   If your agents are calling the customers they can use the portal view to "share" screens with the customer then the internal comments will not be visible and then agent doesn't need a second log in.