How to set-up the environment for a customer to be able to browse a dashboard and tickets

[samuel_ohayon]

Hi all, 

My customer is asking me for access to the dashboard of all tickets from this month, as well as the ability to see the tickets and the answer history in them.

I want to restrict his use as much as possible, how can I do so?

For example I don't want him to see our private notes

[Gorka Puente _Appfire_]

Hey @Walter Buggenhout

Thanks for the mention :) @samuel_ohayon this is Gorka, from Appfire, the company behind Dashboard Hub. You can share externally our dashboards either by creating public links (see this page), or by granting access to specific dashboards through the Customer Portal provided by Jira Service Management, see this other page.



Hope this helps!

[samuel_ohayon]

amazing, will my customer be able to see individual tickets as well with thee interactions on them?

[Gorka Puente _Appfire_]

You can share with them list of issues, tables, charts, etc. Anything you want to show them, check these demo dashboards:

• ITSM
• Agile
• DevOps

Either internal Jira issues or the list of the tickets they have created in your Jira Service Management Customer Portal. They won't see your internal comments. Fee free to create a support ticket with us, so we can follow up with any particular use case you may have!

[Walter Buggenhout]

Hi @samuel_ohayon and welcome to the Community!

Your customer can see all tickets from the portal, with limited information, through the Requests section. If there are multiple users from the same company raising tickets, you can make them all visible to that customer by adding these users to an organisation that represents that customer. See this support article collection to learn more.

The amount of information that will be visible there, is limited. But that seems to be what you are after.

To grant users direct access to dashboards and internal ticket information, they would need a product license and additional access to your project. That is indeed something you don't usually give to customers, especially not when you provide support to multiple customers through the same service desk.

A common workaround, is to set up a monthly service call with your customer where you share the details and have the possibility to explain.

Hope this helps!

[samuel_ohayon]

Thank you for the reply. Our customer wants to have constant ability to monitor, so that is the only way I see to do that, any other way ? If not, any tips on how to still set this up?

[Walter Buggenhout]

Hi @samuel_ohayon,

Out of the box, access through the portal is the way that is available. If you want to expose reporting to your customer directly, you could check the Atlassian Marketplace of apps (Dashboard Hub is one that allows you to add customer facing dashboards) or use a BI solution to create and share reports publicly, based on Jira data.

That being the technical side, I always suggest to carefully consider if and how you would want your customer to view and interpret their data independently without any context and why they are asking for this.