Hi Community,
is there any possibility to show updated tickets where customers did something?
In my case i want to see tickets thats updated by customers shown on my dashboard. If the status changed i can track it sure, but if the status is "in Progress" and the customer write a comment with additonal informations i cant see this on my board. I know i can trigger an email but i have some collegues that work 90% in their boards. I need somthing like a "unread" function for tickets that have new information.
thank you in advance
Hi Dominic,
You should be able to add an Activity Stream gadget to a dashboard and then based the gadget on a username. That will show you all activity the user generates in Jira.
I solved this by adding an additional status called "Waiting for a customer." Every time a ticket requires a reply from the customer, I use this status.
When the customer responds, automation will transition the ticket to the "In Progress" status. Alternatively, you could use a different status such as "Customer replied" to indicate if the customer has replied.
Automation was configured to react only if "Reporter" or "Request participant" adds a comment.
This approach allows you to create filters and utilize the filter results gadget on dashboards. You can have two gadgets side by side: "Waiting for a customer" and "Customer replied." This way, you can clearly see how tickets are moving and track who has updated it last.
Additionally, you can add a "Last updated by" field in the columns of your queue or on dashboards to easily identify who last updated the ticket.
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