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I am evaluating JIRA Service Desk for use with external customers. A key requirement for us is to be able to expose custom information to our customers about their tickets. Defect status, for example, where a bug has been found or target release for bug fixes.
The default view of a ticket doesn't give very good "at-a-glance" information on the status of tickets.
Is this possible with Service Desk?
yeah that's true, even we face that issue. Also very soon you will be asking for the feature wherein your customers would like to increase the priority of a submitted ticket or modify a custom value. Which is not possible at the moment, afaik. I have raised a support ticket against this, I will try to update here once they manage to respond/resolve it. Looking at their support portal, they also suffer this behavior, so keep your hopes low. :(
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