Correspond with different customer types via JSM Issue

Question

Our agents correspond with different customer types during the stages of an issue and I would like to know if there is a way to correspond with customer B without sending email to customer A, etc.

Example:

Customer A submits an issue via email to JSM project and issue created. Cust A is the reporter.

Agent works issue and needs to work with Customer B to assist in resolving that issue. Currently this correspondence is via outside email and agent records email strings with Customer B within issue as internal comments. This is very tedious.

Is there anyway the agent can correspond with Customer B via the Issue comments and not have the correspondence go to Customer A?

Note - there may be Customers C or more involved with an issue so cloning is not really desired!

In addition, we are in the process of launching restricted portals for Customer A and turning email capability off. Is there a way, maybe through organizations, to limit what customers the agent corresponds with and what exactly they can see on the issue via portal?

Thanks for any assistance with this.

Romy Meyers_17gioh · Answer

Hi Valerie and thanks for your response.

To answer your question - when working with customer B, we don't want to bombard customer A with emails that really provide no status update on the issue until something worth communicating occurs.

And we really don't want to update the reporter to customer B as you stated - not ideal.

And cloning the ticket just adds additional work for our agents to track as well as impacts our metrics.

Thanks for the suggestions though!

Valerie Knapp_dpp5c6 · Answer

Hi @Romy Meyers , thanks for your post.

I have a few questions for you if you don't mind.

Can you update the ticket reporter to be Customer B?

If you want to conclude Customer A's involvement, could you resolve the ticket and clone the ticket into another work item to transition to working with Customer B?

I can understand why you would want to communicate directly with the stakeholder of the ticket, if it has changed from Customer A to B. I don't understand why Customer A should not see the communications about the ticket. Can you explain this requirement please?

I would suggest you can either change the Reporter from A to B and then include A as a Request Participant in the ticket, but this would mean that Customer A is still notified about the progress of the ticket.

Also, what I am suggesting would require a manual intervention to make these changes, which isn't ideal.

You could implement a Work Item Security Scheme, https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/ ,which would allow you to prevent some users from seeing the ticket, but not usually the Reporter.

Let me know your thoughts / feedback and we can try to help you get something sorted.

Cheers