Lots of tickets per customer, how to sort and filter?

Question

We are considering JIRA as our service desk solution, but, using our limited deployment right now, our customers are complaining that they are unable to sort and filter their outstanding tickets. So is JIRA not good when working with a lot of open tickets per customer (e.g. 300+) in terms of filtering and sorting? Thanks

Rick Schellenberg · Answer

Thanks Jack for the info. Yes, that is the issue. Sorting and filtering within the Agent portal is not the problem. Being able to do that within the Customer's portal is the issue. The customer is the one doing the complaining.

Jack Brickey · Answer

To be clear, if you have application access (Agent) then you can easily sort and filter to your hearts content. If you are a "Customer" then by definition you do not have application access and filtering/sorting is limited to what is available via the portal. Today, in cloud you get the following: status, created by, request type and a general search box for 'request contains'.

Victor Mutambuki · Answer

Rick,

Filtering is done in JIRA. JIRA is an excellent tool for filtering too. This shouldn't be an issue.

Victor