Can customers change ticket status?

We are using Jira Service Management so customers can see the status of their tickets. We have a status "waiting on customer" and would like to have customer update status to In Progress, Cancelled or Resolved". Is it possible to enable this action for customers? If yes, please outline how to get it established. Thanks for your help!

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Hi @stacey.flynnkissel ,

You have to go to the workflow configuration, select transition which you want to make available for customer and select the "Show transition in the customer portal" checkbox.

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Thank you! We will try and test! :)

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We tried this and while our customers can see the additional statuses to choose, they cannot select them...any help on that piece would be appreciated.

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What does "they cannot select them" mean? Could you please attach any screen?

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Can customers change ticket status?

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