Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,560,237
Community Members
 
Community Events
185
Community Groups

Can customers who submit tickets only see their own tickets?

Our 'customer' (in terms of Jira service desk) may be an internal employee who submits a ticket on behalf of a customer (our company's client).
The internal employee that submitted the ticket may not be the same employee that will deal with the response to the client and it is unknown at the time of the ticket submission which employee will deal with the reply.
Is there a way for all 'customers' (internal employees) to see all tickets submitted by all other employees?

2 answers

0 votes
John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Jul 02, 2020

Hi Matthew,

Check the Customer Permissions under Project Settings for the Project. That will tell you which issues users can see. 

Also, take a look at this former post:

https://community.atlassian.com/t5/Jira-Software-questions/Disable-people-overview/qaq-p/1409290?utm_source=atlcomm&utm_medium=email&utm_campaign=immediate_general_question&utm_content=topic

Thanks John. So if I understand correctly, all customers will be able to see all other customer requests if that is allowed in the permissions?

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Jul 05, 2020

Best I can tell you is try it and see.  :-)

I don't have a service desk plan yet but am trying to find out if it would meet our needs before taking the trial so we can get the most from it.

What I need to know is; do customers need to be logged in members of JIRA Service Desk in order to see and reply to all the other customer's requests?

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Jul 08, 2020

I'm afraid I can't answer that one because we don't operate that way in our organization. It should be a very simply test though once you start your trial. 

0 votes
Krzysztof Daukszewicz [CoreSoft Labs]
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
Jul 02, 2020

I guess that you could e.g. sync the service desk project with another Jira project via Backbone app tied to one of the agents, but that's a quite big workaround.

Thanks. I've been looking into this further. According to this video the customer is able to view all requests from all other customers, unless I misunderstood. https://youtu.be/5qP-FT2C5qc?t=276

Suggest an answer

Log in or Sign up to answer
TAGS
AUG Leaders

Atlassian Community Events