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How to get it so customers can view requests created by anyone in the help center portal? Edited

I'm currently in the process of making Jira Service Desk the primary source of I.T. tickets in my company. So far I'm just setting everything up, haven't added any customers, creating test tickets before actually implementing it. 

When you click on the portal link, there's an area for you to view any requests you have created along with its status. But there's also a drop down option to view requests made by anyone. I've made a request under myself, one as the example customer, and a fellow colleague apart of the project made one. But I can only see requests that I have personally made.

Is there a setting I am missing that allows me to see every request through the portal? Or would me/the customer have to share the request with someone in order for them to view it? I think it would be a good idea for our customers to see any closed request, that way they might be able to help themselves with simple issues and so we don't have constant repeat requests.

1 answer

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Answer accepted

Hello Cody,

Welcome to Atlassian Community!

When using Jira Service Desk, it's possible to allow customers to share tickets with other customers and also organizations (group of customers).

If the customer is part of an organization, they will be able to share the ticket at the moment the ticket is created. 

If they want to share with a specific customer, they can only share after the ticket is created.

For more details, please check the documentation below:

You can also share with them the article below that explains how they can share and filter the tickets in the customer portal:

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

Regards,
Angélica

Is there a way to do this, "against the customers will" like a hidden field with a preset value?

It's possible to create an automation that will share the ticket with an organization even if the customer select to create the ticket as private.

When a customer is part of an organization, the field "Share with" will be visible in the form and it's not possible to remove or hide this field.

If you want to force the ticket to be shared with the organization, you can create the following automation: 

Screen Shot 2020-08-27 at 09.56.08.png

Note that, customers can remove the organization from the ticket, it's not possible to block that. 

If you want to share with specific people, you can add them as participants, so it would be an automation rule like the below:

Screen Shot 2020-08-27 at 10.00.44.png

You can create the automation on Project settings > Project automation.

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