Create Service desk ticket manually by agent and share it with customer

[den_h]

Hi all!

We're just started using JIRA Service Desk and got an issue.

Sometimes our agents should create Service Desk tickets manually then notify customer on ticket changes.

The sequence of  the ticket creation:

1. Push "Create issue";
2. Fill all required fields;
3. Choose right "Reporter" (Customer);
   

Unfortunately in such cases the customer can't see created by agent ticket in customer portal and didn't receiving any notifications. I tried to find the solution using JIRA knowledge base but without luck.

My questions are:

1. Is this possible to share ticket created by agent to customer?
2. How this could be done?

Many thanks.

image2016-8-31 16:33:13.png

image2016-8-31 16:32:9.png

[den_h · Accepted solution]

Hi,

We just found a workaround for this issue.

The solution is to create new issue as needed User from Customer Portal, usually it has link like:

https://company_name.atlassian.net/servicedesk/customer/portal/1/

[sylvain dupuy]

Hi,

I have the same need.

Some issues (more than 50%)  are created by agents while talking to the customer on the phone.

An agent can fill the reporter field with the customer's name.

But then the customer isn't notified and cannot view it on the customer portal.

Is the "call center" channel not taken into account at all by JIRA Service Desk?

Or am I missing something?

[sylvain dupuy]

thanks Denis! creating issue from the web portal also worked for me.

in the meantime, i have also found that an issue created from JIRA won't appear in the web portal or generate notifications to the customer until the "customer request type" is defined by the agent.

before:

image2016-8-31 16:32:9.png

after:

image2016-8-31 16:33:13.png

I have not find a way yet to fill the "customer request type" field directly from the "create issue" screen in Jira: this field don't appear in the screen.