Im searching for the best solution on how our customers can escalate a request in the portal to us.
Case: We have several customers that have lots of suppliers and consultants, we want those suppliers and consultants to be able to raise a request to our customer and then our customer will try to fix the problem. If they cant fix the problem, we want them to be able to escalate this request to us.
Is this possible? If yes, how do we set up it the best way?
My suggestion would be to set up a transition that is shown on the customer portal. It will then show in the right column when viewing a request:
You can read more about this here: https://support.atlassian.com/jira-service-management-cloud/docs/show-a-workflow-transition-in-the-portal/