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What's the customer experience of a Journey?

Jeremy Wood

I have been looking into creating Journeys to use for my companies vendor onboarding process and it looks like a great option as opposed to some of the automation steps that we have in place today so i would like to pitch the idea to my team. But before i do, I'm curious what the customer experience looks like during a journey. All of the documentation and videos i can find are from the technician side and not from the customer.

Are they able to see the journey from the customer portal?

Do they get 1 ticket they can go to and see the status of everything? Or do they just get all the different tickets and see the status of each one individually?

Do they get to see when the journey is paused and waiting on a dependency?

If anyone has some information, photos, or ideally a video of the customer experience i can look at before it would be greatly appreciated.

Accepted answers

Felipe Justino

Hi @Jeremy Wood

Currently, I use Journeys in Jira Service Management only for internal process management, such as tracking tasks between different teams. From what I've observed, when it comes to external customers or suppliers, the portal does not offer a consolidated view of the Journey.
In other words, the customer can only see each ticket individually, with its status and public comments, but cannot track dependencies, breaks, or the complete progress of the journey. The full Journey monitoring experience remains restricted to the internal teams that manage the tickets.
This is my experience with Journey. I hope I have been helpful.

All comments

Felipe Justino

Jeremy Wood

Hi @Felipe Justino Thank you for that information. That's exactly what I was curious about. I know Journeys are still somewhat new to Jira so hopefully the Atlassian team continues to add to them. Would love to someday have a consolidated view for customers out of the box.

Felipe Justino

Thank you very much

Carlos Martínez

Would Journey's be a good way to visualize the internal customer journey say of the SDLC or another process like planning between different work types or categories?

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