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Need a way to see a list of customer tickets without showing internal comments

Katrina Meyers May 14, 2024

We have Service Desk for our customers to enter tickets. Our Customer Support team routinely meets with our customers to review their issues list.  They can't do this from inside Jira because there are internal comments. They can't do this from Service Desk because even if we made them a separate login, they can't be a member of every organization.

How can we provide the Customer Support team with what they need?

1 answer

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Carla Ann Rowland
Community Leader
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May 14, 2024

@Katrina Meyers I am a little confused on how your agents are communicating with your customers.   If your agents are calling the customers they can use the portal view to "share" screens with the customer then the internal comments will not be visible and then agent doesn't need a second log in.

 

Screenshot 2024-05-14 184007.png

Katrina Meyers May 15, 2024

Yes, they can show one ticket at a time, but they're working through the customer's list of open tickets when they're on the phone.

I figured it out with help from our Jira admin:

1. In the Support project, go to Organizations

2. Added myself the Organization.

3. Now, when I go to the Portal and click on Requests, I can choose which Organization to see the list of requests for and that can be used reviewing open tickets with the customer.

Like Carla Ann Rowland likes this

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