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Customer interaction history in JSM

I'm creating documentation for HR folks for when we roll out JSM. We're migrating over from Zendesk and I notice a graphic in the old doc that says they could bring up a customer interaction history, i.e. all tickets that a given customer submitted.

Is that pretty much the function of the 'Customers' choice and/or is there a report that would provide that information? 

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Hi @Jim Stewart,

From the customer's perspective, that would be the list of tickets he/she can view from the customer portal after logging in and looking into My Requests. To be exact, he/she should select Any status and Created by me to get that list.

From your organisation's perspective, that would be through a filter:

Project = <your HR service desk> and Reporter = <customer x> 

In the above example I used JQL to set the filter, but you could use basic search as well. Navigate to Filters > Advanced issue search. Search by project and reporter to find exactly what you need.

Just to be clear, when you say from my organization's perspective, you mean specifically the agents? That's my primary concern. 

Yes, indeed. I mean the agents!

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