Create Service desk ticket manually by agent and share it with customer

Hi all!

We're just started using JIRA Service Desk and got an issue.

Sometimes our agents should create Service Desk tickets manually then notify customer on ticket changes.

The sequence of  the ticket creation:

  1. Push "Create issue";
  2. Fill all required fields;
  3. Choose right "Reporter" (Customer);

Unfortunately in such cases the customer can't see created by agent ticket in customer portal and didn't receiving any notifications. I tried to find the solution using JIRA knowledge base but without luck.

My questions are:

  1. Is this possible to share ticket created by agent to customer?
  2. How this could be done?

Many thanks.

2 answers

1 accepted


We just found a workaround for this issue.

The solution is to create new issue as needed User from Customer Portal, usually it has link like:


I have the same need.

Some issues (more than 50%)  are created by agents while talking to the customer on the phone.

An agent can fill the reporter field with the customer's name.

But then the customer isn't notified and cannot view it on the customer portal.

Is the "call center" channel not taken into account at all by JIRA Service Desk?

Or am I missing something?

thanks Denis! creating issue from the web portal also worked for me.

in the meantime, i have also found that an issue created from JIRA won't appear in the web portal or generate notifications to the customer until the "customer request type" is defined by the agent.


image2016-8-31 16:32:9.png


image2016-8-31 16:33:13.png


I have not find a way yet to fill the "customer request type" field directly from the "create issue" screen in Jira: this field don't appear in the screen.


Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published yesterday in Jira

5 ways you can make the most of Jira Software and Bitbucket Cloud

As part of the Bitbucket product team I'm always interested in better understanding what kind of impact the use of our tools have on the way you work. In a recent study we conducted of software devel...

37 views 0 4
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you