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  1. Jira Service Management Cloud
  2. JSDCLOUD-1519

Customer Portal - Reopen Ticket

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      Atlassian Update - October 2023

      Hi Everyone,

      Thank you for previously raising this feature request and bringing it to our attention.

      Within our company roadmap and work capacity, we try to address or review each feature request but admit that not each one will be implemented. To continue the culture of being honest and open, we are closing this ticket to focus on our upcoming roadmap for all Jira Service Management Cloud users. You can visit Atlassian Cloud Roadmap to learn more about what was recently released and the upcoming roadmap.

      Thank you again for providing valuable feedback to our team!

      Arjun Ganapathy
      Jira Service Management Cloud team

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Dear Support,

      we want to use Jira Service Desk for our agents, but something important ist mossing, maybe I did not find the right answers yes:

      1.) MANDATORY: tickets shall be reopened, if the ticket is closed / resolved and the customers adds a new comment in the customer portal
      2.) would be good: customers should be able to close a ticket in the portal
      3.) IMPORTANT: We want to have prepared answers that we can use to anser tickets with prepared text tempates – this is tracked via https://jira.atlassian.com/browse/JSD-631.

      Thank you for your answer.

      I was looging e.g. for the answer for question 1 for many hours without success.

      We have installed the latest version of jira service desk on our server.

      br
      Markus Häusler

            [JSDCLOUD-1519] Customer Portal - Reopen Ticket

            Gavin Johnson added a comment -

            This is also an issue I'm having - we would like our customers to be able to reopen tickets from a closed state.

            Ideally this would be actioned via a "Reopen" button placed on the issue ticket through the customer portal.

            Is this possible? If so could the resolution be bought to my attention.

            Thanks

            Gavin Johnson added a comment - This is also an issue I'm having - we would like our customers to be able to reopen tickets from a closed state. Ideally this would be actioned via a "Reopen" button placed on the issue ticket through the customer portal. Is this possible? If so could the resolution be bought to my attention. Thanks

            Andrew Pane added a comment -

            A subset of the missing functionality here is that if the customer responds via email after the ticket has been closed (E.g. "My concern hasn't been addressed." or "I think you closed the wrong ticket.") then their email is ignored, neither bounced back nor posted to the ticket (let alone reopening the ticket). This creates the illusion that we are not listening to their concern, and poses a serious problem for a customer support channel.

            (If they post to the web interface they can still comment to the ticket, but this isn't how most of our customers interact with the service desk.)

            Andrew Pane added a comment - A subset of the missing functionality here is that if the customer responds via email after the ticket has been closed (E.g. "My concern hasn't been addressed." or "I think you closed the wrong ticket.") then their email is ignored , neither bounced back nor posted to the ticket (let alone reopening the ticket). This creates the illusion that we are not listening to their concern, and poses a serious problem for a customer support channel. (If they post to the web interface they can still comment to the ticket, but this isn't how most of our customers interact with the service desk.)

            Kevin Gerard added a comment -

            Hello,

            I might add that the ability to close or re-open a ticket is available on the Atlassian customer support portal.
            When will this be available for the cloud based JIRA Service Desk?
            I have a pending decision to go or not with JIRA Service Desk and this functionality is a must-have.

            Best regards,
            Kevin

            Kevin Gerard added a comment - Hello, I might add that the ability to close or re-open a ticket is available on the Atlassian customer support portal. When will this be available for the cloud based JIRA Service Desk? I have a pending decision to go or not with JIRA Service Desk and this functionality is a must-have. Best regards, Kevin

            Matthew Goddard added a comment -

            This functionality is an essential for any service desk, a customer must be able to re-open a ticket that has been resolved by the service desk if the customer is not happy about the resolution.

            Matthew Goddard added a comment - This functionality is an essential for any service desk, a customer must be able to re-open a ticket that has been resolved by the service desk if the customer is not happy about the resolution.

              Unassigned Unassigned
              f2a2adf651e0 Markus Häusler
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