User Portal - Who is Ticket assigned to

IT ADMIN May 5, 2017

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

3 answers

1 vote
Dennis May 5, 2017

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

AnnWorley
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 5, 2017

Good point!

1 vote
AnnWorley
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 5, 2017

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

0 votes
Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 5, 2017

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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