Angélica Luz Atlassian Team

Hello @Mike Sasaki, Thanks for reaching out to Community! The count of liked articles will show on "Requests deflected in portal" as the example below: To test, you can access the portal and mark an article as useful to see the difference in the report. Regards, Angélica

We don't know when it will be implemented. It will depend on many factors. For more information, please check our Policy: * Implementation of New Features Policy

Hello Marina, Welcome to Atlassian Community! The notification to inform the user that the administrator had logged as them it's not possible to disable. Even when it's for testing purposes, every time an admin uses this option, it will generate a notification for the user to know what is happening. There was a feature…

It would be necessary to call this API 50 times using FOR and changing the values (email address and full name) for each user, so it would be almost the same thing adding one customer at a time in the UI. On the UI, it's possible to invite 10 users at a time, so maybe as it's only 50 users, you could use the UI and follow…

Hello Lawrence, Welcome to Atlassian Community! There are some settings on a Service Desk project that must be changed directly on the project and not in the portal. Default language: Classic projects: Project settings > Language support. On this page, you can add languages and select the default one. Next-gen projects:…

Hello Dennis, Thank you for reaching out to Atlassian Community! Just for a better understanding of the issue, I would like to know if you want the tickets created by specific customers to be assigned to a specific agent or for it to be redirected to a specific queue. What would be the "designated customer service system…

Hello Jayshree, Thank you for reaching out to Atlassian Community! Reading the details you provided, I believe that you are creating a mail handler on the Jira Core feature, which is not recommended to use for Jira Service Desk projects. The correct place to add a custom email address for a Service Desk project is on…

Hello Steph, Welcome to Atlassian Community! When a ticket must be shared with a customer, it's necessary to go one by one to share with an organization or to add customers as participants. If there are many tickets that must be shared, you can use the bulk update option. Go to Filters > Search for issues and filter all…

Hello Candy, Welcome to Atlassian Community! When a customer is migrated to Atlassian account or added as an internal user without application access, they will have to login as a user on xxxxxx.atlassian.net instead of xxxxxx.atlassian.net/servicedesk/customer/portals, it's not possible to change that because they are…

Hi Miyoung, Can you share with us a screenshot of the comment box the "Viewer" is seeing? Do they have a license for any product on your site?

Hello jitesh, Thank you for reaching out to Atlassian Community! The Release notes on a project are available only to copy, it's not possible to export. There is a feature request suggesting an improvement for that: * Ability to export Releases/Versions Please, click on vote and watch to receive updates about the feature.…

Hello Connor, Thank you for reaching out to Atlassian Community! I'm not sure I understood correctly your question, so I would like to clarify to make sure we are on the same page. Customers without a Service Desk license have access only to the customer portal and they can only add public comments to the ticket. The…

Hello Chandan, Thank you for reaching out to Atlassian Community! I saw that you created a ticket with our support related to the same question and they suggested contacting SoftServe support. I also added their tag on your question here, so they can easily find this post. After the issue is resolved, feel free to share…

Hello Anuradha, Thank you for reaching out to Atlassian Community! When verifying a domain and using SSO, it will affect only customers from that specific domain. For example, verifying mydomain.com and implementing SAML will make these users be redirected from Atlassian to the identity provider to log in and then be…

Hello @Sriram Venkatakrishnan, Welcome to Atlassian Community! I saw that you created a ticket with our support related to the same question and they are already helping you, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms, let's focus…

Hello Maria, Welcome to Atlassian Community! On next-gen projects, currently, it's not possible to configure swimlanes. This option is available only for classic software projects. There is a feature request suggesting the implementation of this ability: * As a Jira Software user, I want to be able to configure swimlanes…

Hello Harry, Thanks for reaching out to Community! It's possible to get all customers of a service desk project using API. For that, please use the endpoint below: * https://developer.atlassian.com/cloud/jira/service-desk/rest/#api-rest-servicedeskapi-servicedesk-serviceDeskId-customer-get GET…

Hello Dan, Welcome to Atlassian Community! When adding a comment on a ticket, as you need other people to also receive the notification, if they are also customers, you need to add them as participants. The field is called "Request participants" and you can find it on the right side of the ticket. This field is specific to…

The option to uninstall and install the widget is only available on our side, so you won't see the option to do that on your site. Is it still showing the same error? Can you clear the browser cache and cookies and try again? Please, open the developer tools on your browser and check if it shows any other error. If so,…

Hello John, Welcome to Atlassian Community! Notifications for customers will always appear on the "From" the name of the agent that added the comment, made the transition or other changes on the ticket. Currently, it's not possible to change that. There is a feature request suggesting the implementation of such ability: *…

Thank you for the details, Rachel. So, when changing the zoom to 125%, does it work? Testing on my local site using Chrome on Mac, it works changing the zoom from 100% to 200%, that's why I'm asking. Does it work on another browser? Is it happening to other users that use the same laptop and settings as you?

Hello @Alix Moggia, Welcome to Atlassian Community! I was able to find the details you mentioned about your old account, but since it's necessary to confirm private information and you are on a Free plan and can't create a ticket, I went ahead and created a ticket on your behalf. You will receive a notification and soon…

Hello @felix.weber, Thank you for reaching out to Community! The limitation of 1000 executions is for each premium licensed user. So, for example, if your site has 200 premium users, the limit will be 200,000 global rule executions. For more information about the limits, please, check the FAQ below: * FAQs for previous…

We still don't know when the bug will be fixed. For more information about how the bugs are prioritized, please check our policy below: * Atlassian Cloud Bug Fix Policy

Hello Adnan, Thank you for reaching out to Atlassian Community and for sharing the screenshot. This issue might be related to the renderer of the field comment and to fix that, it's necessary to change the renderer. Go to Project settings > Fields > > Find the field "Comment" and change the renderer to "Wiki Style…

Hello Jake, Thanks for getting in touch with Community! This issue happens when the widget add-on was not correctly installed on the site, so it's necessary to uninstall and install it again and this is something that only us from Atlassian can do. I uninstalled and installed the widget and it should work now. Please, give…

Hello Jake, Thank you for reaching out to Atlassian Community! It's possible to let the customer portal open for customers to create tickets without logging in, but note that, when they need to access the ticket in the portal, they will have to log in. There are two settings that need to be changed to let the portal open.…

Hello Ayushi, Thank you for reaching out to Atlassian Community! In order to create users with API, there is an experimental endpoint that allows that: * Create user For them to receive an invite to finish the account creation, please use "notification": "true". Please, give it a try and let us know how it goes. Regards,…

Hello Miyoung_Kim, Thank you for reaching out to Atlassian Community! The editor in the customer portal is different from the one available for agents, so currently, it's not possible for customers to mention agents or other customers in the portal. There is a feature request suggesting the implementation of such ability:…

Hello Joseph, Thank you for reaching out to Atlassian Community! When using Jira Service Desk, currently, there is no option to bulk remove customers from the UI. The workaround would be using API where it's possible to list all the customers from the org and remove them. * Get users in organization * Remove users from…