Viewing support tickets by company

[hark.dhunay]

Hi, is there anyway that an end-user (requestor) associated with a company can see all tickets created/open for their company not just the ones opened by them or ones they were added as a requestor? Situation: Client's Support Admin would like to log into JIRA Service Desk and see all tickets for their company.

[Tessa Tuteleers]

Hi, 

The organizations system is created for just that use case. 
If you add the customers from the same company to an organization, and when creating a new issue, the customer does not change the visibility to private, all users from the same organisation can see all those issues. 

You can find the documentation on how to do this here.

[hark.dhunay]

Hi Tessa, thank you for your reply. What about in the situation where the customer requests support through our support email rather than creating a support ticket directly in JIRA. Does the support ticket default to Private or Public?

[Tessa Tuteleers]

Hi, 

sorry for the late response, I missed the notification I think. 

Well, creation over mail follows the default behaviour of the organisations in the portal where we have 2 different scenario's: 

- The user is part of 1 organisation: Default the request is shared with the organisation, the user can choose to set is as private. -> So with mail, if the user is part of 1 organisation, the mailrequest will be shared with that 1 organisation

- The user is part of multiple organisations: Default the request is created as private, the user can choose to share it with one of it's organisations. -> SO with mail, if the user is part of multiple organisations, the mailrequest will be private. 

Hope this helps, please accept the answer if it did. 

Cheers, 

Tessa