Jira Service Management, Customer Dashboard

[Oliver_Wedlich]

Our customer would like to have a dashboard to see and track all tickets. This is also necessary to avoid any doublets. I found the dashboard feature in atlassian however no gagdet for this. Since this is not a seldom request I would expect a feature like this. Does anyone know a solution? BR Oliver

[Danut M _StonikByte_]

Hi @Oliver_Wedlich,

Our Great Gadgets app offers all the necessary gadgets for building a powerful dashboard in JSM for your customer. 

See these articles for more details: 

• https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369
• https://community.atlassian.com/t5/Jira-Software-articles/Building-a-powerful-Kanban-dashboard-in-Jira-with-Great-Gadgets/ba-p/1664331

If you need any help with setting-up these gadgets, please contact us at support@stonikbyte.com.

Danut.

[Ivan Garcia _Appfire_]

Hi @Oliver_Wedlich 

If you are considering trying an app to achieve this goal, my company develops Dashboard Hub Pro, an app that allows to easily share customer dashboards with external password-protected links or directly from the Customer Portal.

• Externally shared ITSM dashboard example
• Customer success stories on JSM customer dashboards (Success Solutions and Unifly)

Hope that helps :)

[Oliver_Wedlich]

Thank you very much to all for your hints and recommendations!

[Brant Schroeder]

@Oliver_Wedlich welcome to the Atlassian community 

Have you thought of using organizations?  This allows customers to see all the issues of their organization, that the organization has been applied to, in the customer portal.

https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/ 

[Elitsa Velikova]

Hi @Oliver_Wedlich ,

You can check our app Advanced Portal Reports.  You can use it to show your customers on the portal a table report where they can see, search, filter and export all their Jira Service Management tickets with a very simple UI. In this report, you can show them many details about their tickets from Jira: custom fields, labels, SLAs, etc. 

If it sounds helpful you can try it free for 30 days.

Cheers,

Elitsa

[Perisic Nikola]

Welcome to the community @Oliver_Wedlich 

Can you specify what do you mean to track all tickets? Tracking all the tickets for your service project?

By native, Jira has:

• Assigned to Me dashboard - user can see all of the issues that are assigned to them from all of the projects
• Activity Stream - user can see their most recent activities on the issues that they have worked on
• Filter Results - based on the saved JQL filter, user will be able to see the results from the filter (the results depend on the query itself)

[Walter Buggenhout]

Hi @Oliver_Wedlich and welcome to the Community!

The only customer facing UI element in JSM is the customer portal. From that portal, using the Requests view, customers can track the tickets they created or - if they share tickets via the request participants or organisations fields, also the tickets created by team members.

This is not a dashboard function - Jira dashboards are available to members inside the organisation and not to customers. But it may address at least a large part of the use case you describe: being able to see other tickets raised by other folks from a customer's team.

Depending on how you work with your customers, you may setup internal dashboards for key customers and present those during regular service meetings. Or consider using BI reporting tools that can pull data from Jira into dashboards that you can share publicly.

Hope this helps!