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 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 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

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

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.

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

@Ajay 
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

@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

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
PERMISSIONS LEVEL
Site Admin
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...

196 views 1 6
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