It started like every other day.
A customer logged into the JSM portal to raise a request. Simple, right?
Except… it wasn’t.
They typed, clicked, scrolled. 🤯
Forms looked familiar, but the exact request type? Gone. Lost in a maze of categories and codes.
Frustration set in.
Instead of solving problems, they were stuck searching for the form itself.
Support agents started getting phone calls:
“I can’t find where to log my issue.”
“Which form do I use?”
Sound familiar?
🕵️ Enter the Hero: Better Search in Customer Portal
That’s when the story turned.
A new search bar appeared — not just on the portal homepage, but inside request forms and projects themselves.
Now, with Twinit’s Better Search in Customer Portal:
-
Customers type any keyword and instantly see the right request types.
-
No need to remember technical names.
-
Admins can configure exactly where the search bar shows up.
-
Agents stop firefighting — customers self-serve correctly the first time.
🎬 The Resolution
The customer typed one word.
The right request type popped up. One click. Done.
No more calls.
No more wrong forms.
Just faster resolutions and happier teams.
🌟 Moral of the Story
Finding a request in Jira Service Management shouldn’t feel like a mystery novel.
With Better Search in Customer Portal, it doesn’t.
👉 See it on the Atlassian Marketplace
