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

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

An agent looking at the ticket inside the Service project with a link like 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:
(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

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):




0 votes
Ajay Solutions Partner Feb 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.



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

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 Solutions Partner Feb 15, 2021



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

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