User Portal - Who is Ticket assigned to Edited

How do you see who a ticket is assigned to in the customer portal

3 answers

1 vote
Ann Worley Atlassian Team May 05, 2017

Assignee isn't readily visible in the portal - please see Users who Create Ticket Can't see who its assigned to

Hi Mr Admin 👨‍💼 - so the assignee is not shown directly. but as soon as one agent starts working on an issue/ticket and submits a comment/question to the requester, that agents name will be displayed along with the comment in customer portal view. BR! Dennis

Ann Worley Atlassian Team May 05, 2017

Good point!

0 votes

You don't.  Because the end-user should not care who it is assigned to. 

The current agent who is talking to you is good, but exposing the assignee is usually a really bad idea.

Simple case - Alice asks for support.  Bob the agent talks to Alice and thinks she's found a bug, so Bob asks Charlie the developer to fix it.  Do you really want Alice bothering Charlie while Charlie is trying to fix it?  No.  Alice should talk to Bob.  Bob's job is to talk to Alice about what Alice should see, but also protect Charlie from being annoyed by Alice.

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