You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.
View groupJoin the community to find out what other Atlassian users are discussing, debating and creating.
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?
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
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
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:
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
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?
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
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?
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
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.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Hey there Cloud Community members! We’re excited to give you the first glimpse of the new home for business teams on Jira — Jira Work Management. Jira Work Management is the next generation of J...
Connect with like-minded Atlassian users at free events near you!
Find an eventConnect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.
Host an eventYou're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.