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How to share to a customer his own ticket (as an agent)

Alexey
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February 13, 2021

Hey, it a quite an odd situation here...

An agent looking at the ticket inside the Service project with a link like https://company.atlassian.net/browse/NAME-82 raised by a customer.
This customer is a part of the organization and the ticket is shared with that organization.

Then agent willing to share a link to customers from this organization via mail or chat they don't have access to it. Because that link will work only for agents (paid JSM users) while customers got their own links in Help Center like this:
https://company.atlassian.net/servicedesk/customer/portal/4/NAME-82
(I was able to get 2nd (correct) link only after adding that agent as a customer to that organization and only after going to that Help Center as a customer).

There is no other way how an agent could get a link to a ticket he is looking at so the customer could open it too? During a video call, it's quite handy!

2 answers

1 accepted

1 vote
Answer accepted
Mateusz Daleki _Codedoers_ February 15, 2021

Hi  @Alexey ,

The easiest way to obtain url that works for customer is to share following link to the portal (easy accessible by agent in Jira UI, without constructing anything herself):

link_to_portal.png 


Cheers,

Mateusz

Alexey
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February 15, 2021

@Mateusz Daleki _Codedoers_perfect, thanks!

Influential Eliot April 8, 2024

That is not available in our implementation.

0 votes
Ajay _view26_
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February 13, 2021

Hi @Alexey 

 

If you have already using organizations and set the Request Type correctly, the customers should  be able to access their tickets in the customer portal under the My Requests menu.

approvals_menu.png

 

Also kindly go through the below post to understand the behaviour of grouping customers into organizations.

https://confluence.atlassian.com/servicedeskcloud/blog/2016/09/group-customers-in-organizations

Alexey
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February 15, 2021

@Ajay _view26_ 
So your suggestion is during a call ask the client:
1. Please go to your portal
2. In the top left corner open your organization requests
3. There search for a ticket with the name "ABC" and open it
Now we are on the same page.

Instead of just dropping a link?

Ajay _view26_
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 15, 2021

@Alexey 

Yes.

As for dropping the link you would need to construct the link which contains the Portal ID  which is tricky to obtain 

https://company.atlassian.net/servicedesk/customer/portal/4/NAME-82

Shazna Begum _Shaz_ March 6, 2023

I've noticed on the tickets if you right click the view request in portal right under the information of the person who has raised the ticket (this on the JSM admin view side where the ticket is open) then you can share that link for client to view from the portal e.g. below:Screenshot 2023-03-06 at 12.39.41.png

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