Allow customers to view user submitted issues on their behalf?

[Nathan Householder]

It is great to have the functionality of having customers be able to view the list of issues that they have submitted, but what if the customer calls in and therefore needs an internal user to create that issue for them?

It would be great to allow the customer to see all issues raised associated to them, whether they raised it themselves in the customer portal, or internally by us.

Is this possible?

[Brant Schroeder · Accepted solution]

Nathan,

  Jira Service Desk Cloud allows you do the following:

• Customer submit a request via email
• Customer submit a request via portal
• Agent raise a request on behalf of the customer (phone call, in-person, etc.) 

Instruction on how to raise a request can be found here: https://support.atlassian.com/jira-service-desk-cloud/docs/raise-a-request-on-behalf-of-a-customer/

[Nathan Householder]

I have tested it out (Agent raise a request on their behalf), and It seems that the issue is not showing up in the customer's requests area. Maybe I need to raise an issue to Atlassian for a bug.

[Brant Schroeder]

Nathan,

  In the project make sure that you are using the service desk raise a request feature.  If you do not do this and just change the reporter as stated below the request type is not set.  This means that the reporter will not be able to see it in the portal and all customer based communications will not go out.  If you use the raise a request feature they will get an email on creation (If you have it setup to do so) and all subsequent customer communications.

[Nathan Householder]

@Brant Schroeder, that would make sense. So even if you use the "Create" button in JSD, it wont be visible to customers? It must be the "Raise a Request" button?

If that is the case, then the "Create" area is a little misleading as you are able to list a project, issue type, AND reporter there when creating a ticket.

[Brant Schroeder]

Nathan,

  I agree it is confusing and we deal with it often having to remind new service desk agents.  Looking back at the history of Jira and Jira Service Desk it is not surprising as Jira service desk is built on top of Jira and has evolved from their.  It would be real great if the create button was hidden on Jira Service Desk projects and maybe that is something Atlassian will do in the future.  

[Nathan Householder]

Thank you for your clear answer though, I appreciate it!

[Andrew Laden · Accepted solution]

As long as they are listed as the reporter, they will see the issue as if they raised it.

So your agents should make sure to set the user as the reporter, not themselves.

[Andrew Laden]

Also, when your agents are raising the issue on behalf of the customer make sure they are setting the customer request type. If they are creating the issue via the core interface as opposed to  via the customer portal, they have to set the customer request type manually. 

 A customer request type MUST be set for the issue to be visible to the user.