Ability to view Customer tickets from the Request portal

Question

Our Service Desk Agents are wondering if it would be possible to have the ability to view tickets for a customer when they submit a ticket using the Request Portal.

Possibly having a preview window pop up when hovering over the user name that has been entered in the "Raise this request on behalf of*(required)" field.

This would help prevent duplicate tickets being submitted.

Alan Bruce · Answer

Yep, I understand this is available. What we are looking for is when the Service Desk Agent is creating the ticket via the Customer request portal, they would like to quickly see the user's ticket history to help prevent duplicate tickets.

Harshit Grover_6rubg7 · Answer

Hi @Alan Bruce ,

If you already have JSM Customer Portal configured then it already comes with a feature where a customer can see the requests raised by them in the Profile > Requests section.

Please refer the below snapshot :

Regards,

Harshit