Customer experience rollup

Robert Welch_1bslou

Externally, I would like our various clients to have their own space. I think I can do this by creating different customer 'expereiences'. As an internal agent responding to client issues, I would like have a single view that consolidates issues across all of my clients, How can I do this in Jira?

Trudy P Claspill

Hello @Robert Welch 

Welcome to the Atlassian community.

What is your level of knowledge/experience with Jira Service Management? I ask so that I don't rehash information you already know.

If you are fairly new to the product you may want to take advantage of the free, on-demand courses available through the Learning link at the top of the Community pages.

When you say your want your clients to each have their own "space", what does that mean to you?

It is possible to create a JSM project/space per client, with each project/space being customizable independently.

It is also possible to have all your customers use a shared JSM project/space and customer portal, and prevent them from seeing requests created by other customers.

From the agent perspective the interface to see the requests in queues are defined at the JSM project/space level. If you use a single project/space for all your customers, that consolidated view will be inherently available. There is not a native option to have the JSM project/space interface span multiple JSM projects/spaces in a consolidated view.

Using Filters it would be possible for you to query JSM across a set of projects/spaces to get all the requests. Those can be presented in various output forms such a the list output of the filter itself, or using that filter as the basis for a JSM Dashboard view.

If you can provide more information on what it means to you to have a "consolidated" view for your agents and for each client to have their own "space", then we might be able to provide you with more specific advice.