We've been using Service Desk for a few months now tied in with Jira. We're getting complaints from customers not being able to search for their tickets.
They have the option of
The problem is that Open means "open" , it's apparently a literal value somewhere that I can't find. We have other status' like in progress or waiting on customer, in development. So now the customer 99% of the time just chooses "Any" but that gives them all their tickets from the beginning of time and now they have to filter through. I haven't had much luck w/ my current Jira Admin's trying to track down where the information is configurable for the customer portal. I'd love some feedback or direction.
Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...
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