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How a customer can view a ticket that has been shared with them by another customer on the Jira

Hi All,

I'd like to ask how can we setup for a customer can view a ticket that has been shared with them by another customer on the Jira Customer Portal.

For example: Mr. A opened the ticket no.1234 on the Help center and shared the ticket with Mr.B. How can Mr.B can see ticket no.1234 on his dashboard?

I was a Mr.B but didn't see the ticket that Mr.A shared with me I can see only the ticket that requested by me even I selected All.  

Screenshot 2023-10-12 153255.png

Thank you for your help.
Best Regards,

2 answers

2 accepted

2 votes
Answer accepted
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Oct 13, 2023

Hi @Dee Minty 

Welcome to Atlassian Community!

By default, if user1 share the ticket with user2, The ticket has to be shown in your help center portal.

Kindly do the following check -

  • Request user1 who has share the ticket with user2 to share the direct ticket link and check is it accessible to user1.
  • Clear all the filter in help center portal like status and ticket created by to view all the tickets created by you and shared by others.



0 votes
Answer accepted
Ivan Garcia _Appfire_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
Oct 17, 2023

Hi @Dee Minty 

Welcome to the community :) I just want to mention that in the Atlassian Marketplace exist apps that can make your life easier when sharing dashboards in the Customer Portal.

If you're up for trying an app to alleviate this pain, I'd greatly suggest Dashboard Hub for Jira – Custom Charts & Share Reports which is developed by my company. It allows you to create insightful dashboards (live example) and share them easily in the Customer Portal.

Gallery Image 4 - Cloud.png

Hope it helps! Remember that you can use it 30 days for free to test if it solves your pain.


Hi @Teja and @Ivan Garcia _Appfire_ Thank you for your response. I tried again with a different customer to share a ticket with me, and now both can see the shared ticket on our dashboard. I'm not sure why it didn't work with the previous account. Do I need to check the account again why their shared couldn't show on my dashboard and how could I check?

Thank you. 


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