Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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? 

1 answer

1 accepted

1 vote
Answer accepted

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!

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

165 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you