Customer complaints

[Bianca Hildebrand]

How do I add a customer complaint option onto my Jira service desk portal?

[Nic Brough _Adaptavist_ · Accepted solution]

Add a new request type?  Or even a new portal (project) if complaints are going to be handled by a different team.

[Bianca Hildebrand]

Thank you, I've created a new request time, I'm now struggling to add it to the portal group, it's only allowing me to add email requests, not my complaints request type.

[Nic Brough _Adaptavist_]

You'll want to follow through the +add request form

It should let you map a new request type on to an issue type, or add a new issue type (I suspect complaints are probably going to be very differently set up to other issue types, so I'd recommend adding a complaint type)

When you've got the new request/issue type pair, it should appear on the portal.

[Daniel Ebers]

Hi @Bianca Hildebrand

assuming the customer complaint is another request type, among others that are already existing in your portal, you can simple refer to the guide on how to introduce a new request type:

• Categorize customer requests into request types
  https://support.atlassian.com/jira-service-management-cloud/docs/categorize-customer-requests-into-request-types/

Please let us know if this helped or if you meant something else.

Regards,
Daniel

[Bianca Hildebrand]

Hi Daniel 

Thank you, I've created a new request time, I'm now struggling to add it to the portal group, it's only allowing me to add email requests, not my complaints request type.

[Daniel Ebers]

When you create a request type you can add it to a portal group directly.
In case you did not check the box to let Jira do this upon creation you can navigate to: Project settings >> Portal groups and by the "+Add request form" you can add the previously created Request Type.
If this does not appear there creation most probably was not done correctly.

[Bianca Hildebrand]

When I create a new request type it only allows me to populate the below, it doesn't give an option to add it to a portal group.

[Daniel Ebers]

You are trying to create an Issue Type from your screenshot instead of a Request Type. Please kindly refer to the documentation I linked earlier.

[Bianca Hildebrand]

Thank you, I've managed to do it.

[Daniel Ebers]

Awesome! That's great to hear!