Requests created in Jira/via API don't appear in the Help Center

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    • Type: Bug
    • Resolution: Unresolved
    • Priority: High
    • Component/s: Ticket
    • None
    • Severity 3 - Minor

      Update 31st July 2026

      Hi all, pleased to confirm that we are actively working on this feature and anticipate to have a solution shipped in the coming quarter. We appreciate your feedback and interest, and understand this is a high priority need.

      Issue Summary

      Requests created from within the agent view don't appear in the support site when you access "My requests".

      Steps to Reproduce

      1. Create a CSM ticket in the agent view (via the Create button)
      2. Assign a reporter
      3. Logged in as the reporter, go to the support site
      4. Go to My requests

      Expected Results

      There should be a mechanism to select how to share with the reporter updates through the support site.

      Actual Results

      There is currently not such mechanism by design, only support requests created through CSM channels are represented in the support site. 

      Workaround

      Use the CSM public API for raising issues on a help center:

      https://developer.atlassian.com/cloud/customer-service-management/rest/v1/api-group-customer-experience/#api-api-v1-helpcenter-helpcenterid-issue-issueidorkey-raise-post 

              Assignee:
              Shiveen Pandita
              Reporter:
              Victor R
              Votes:
              19 Vote for this issue
              Watchers:
              24 Start watching this issue

                Created:
                Updated: