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features of the jira service desk

Does the jira service desk keep record of customer information when they send in issue the first time

Does it generate tickets ID 's for issues logged

can the customers monitor the issues they logged

Is there an SLA Breach flag system. 

can issues be escalated to other terms by the Agents

1 comment

Cody Stevens Community Leader Nov 13, 2019

Hey @joey

1. If you allow anyone to submit a ticket, a customer profile will be created when they submit the ticket. It will only store their name and email.

2. Every ticket has a ticket number. It starts with the projects ID and then followed by the latest ticket number logged in the project.

3. Yes, there is a my requests section on the portal for customers to see their ticket. They can see the status, the information they provided and add new comments/attachments

4. When an SLA is configured, a timer will be shown to the agent while viewing the ticket. You can set up notifications and filters to alert before and when an SLA breaches

5. Issues can be moved from one project to another. There are also other ways that involve adding other agents to the ticket or automations that can do this for you.


I recommend checking out the below demo. You can also start a free trial and try all of these things out yourself.


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