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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.

      Markus Häusler


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              f2a2adf651e0 Markus Häusler
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