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

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • 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

How can customers (ie sales, CS, etc) see what's happening to their ticket in the support portal?

How can I make sure the JIRA service desk ticket status remain visible in the support portal when I move it around JIRA help desk and updates the reporter with its progress?

Currently, when a person submits a ticket from the support portal, it appears in the help desk. When I move it from project to boards, the ticket disappears from the support portal. I need the submitter to get visibility to what's happening with the ticket in the support portal.

2 answers

Hi @Sam Cusano 

Have you check history tab? 

Also, you can try Issue History to monitor all changes were made with each issue or ticket automatically. Also you can view who made them. 

Regards

Hi, Zoryana, thank you for your response. I have seen it. I'm looking to see if the status of the service desk ticket in the support portal can change as it moves along the helpdesk boards.

@Sam Cusano Each board can have different statuses, so it possible.

This app also lets you see statuses changing. 

2020-08-31_22-58-58.jpg

0 votes

Hello @Sam Cusano,

Welcome to Atlassian Community!

When using Jira Service Desk, tickets are visible in the customer portal when the Request type is set. 

If the Request type is empty, customers won't be able to see the ticket and won't receive notifications.

I understood that the ticket is created in Service Desk, but then it's moved to a Jira Software project, please correct me if I'm wrong.

If that's the case, customers can't see the tickets because the Request type is specific for Service Desk.

The best option, in this case, would be to create an automation to clone the ticket created in Service Desk to Software. Also, it's possible to create an automation to copy comments, for example, so when the developer comments on a ticket, it would update the ticket in Service Desk.

For example:

Screen Shot 2020-09-01 at 17.23.26.png

Screen Shot 2020-09-01 at 17.24.40.png

If you have any other questions, please let us know.

Regards,
Angélica

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
PREMIUM
TAGS
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...

170 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