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Queue Visibility for Customers

Lindsay Kirsch

We would like to create transparency for our customers to be able to see where their requests "sit" in a given JSM queue.

Basically see a view similar to what our support desks see, but not be able to edit it.

Is there a way to do this?

We have JSM and Jira Software Premium which includes plans and dashboards.

Accepted answers

All comments

Dan Breyen

Hi @Lindsay Kirsch I might not be understanding your request, but do your customers use the JSM Portal? They can login to the portal and see all the tickets they have entered and their status. If you have them broken out by organization, they can see all the open tickets for the organization as well.

If I'm not understanding your question, could you possibly clarify it? Thanks,

Lindsay Kirsch

Yes - they can see all of their tickets.

However, they cannot see how their tickets stack up to other tickets in the queue. We essentially want to create a dashboard of all tickets in a queue so they can say, "oh mine is next in line or mine is 50 on the list"

Mikael Sandberg

How would you rank all the tickets in the queue? Based on created date or some other ranking?

Lindsay Kirsch

By status + the time remaining in the SLA

We basically want to make a "queue" view but for customers

Kate Pawlak _Appsvio_

Hi @Lindsay Kirsch ,

We have such features in our Feature Bundle for Jira Service Management.

Time to resolution (and other SLAs) is available now in both hostings: Cloud and Data Center.
Position in the queue: It's available now in Data Center but we can easily added it also to cloud version.

I would love to talk with you more about your use case. Feel free to contact me: kate@appsvio.com

Steve S_

Have you considered creating a Confluence page that displays this data via charts?

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