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Jira Service Desk Ticket Overview

Dear atlassian community,

our customers use the service desk of Jira Service Management. Via the service desk they can send us requests or tickets if they want to communicate problems or news. Our customers are companies that each have different employees who send requests to us via the Service Desk. Each employee sees their own requests in an overview in the Service Desk - but not the requests of the other employees in the company. We would like to set up for our customers that they can see all tickets of their company.
How do I solve this problem?

I am glad to receive an answer.

Kind regards
Stefan

1 answer

0 votes
Dave Mathijs Community Leader Dec 15, 2022

Hi @Stefan Speck welcome to the Atlassian Community!

You need to group customers into organizations.

Hi @Dave Mathijs thank you for your answer! 

Our customers see the picture with the blue background. Our goal is for the customer to see all tickets - just like we do in our ticket overview (the other picture)

How can we solve this problem? 
We don't unterstand how the customer can view all tickets like we can.
No2.pngJira Service Desk.png

Dave Mathijs Community Leader Dec 15, 2022

The customer will never be able to see the same view as the agents, unless you would provide all customers with a Jira Service Management license which you don't want.

By introducing organizations, customers will be able to share requests with the organization and see all tickets in the customer portal.

Like Stefan Speck likes this

Thank you for the answer - has already helped me a lot.

I have now set in the project settings under "Share requests with other customers" that customers can search for other customers within their organizations or in the project.

Now when the customer creates a ticket, they can add other employees from their organization and share the ticket. A customer of ours has 4 employees who regularly send tickets to us. Is there any way that these employees can automatically share the tickets of each of the other 3 employees?
So that not each of the employees always have to add all in the tickets itself.

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