Description:

We have received repeated feedback from end users indicating that accessing their submitted requests within the Jira Service Management (JSM) Cloud customer portal is unintuitive and difficult. The current placement of the "Requests" view is not prominent - it is only noticeable through subtle UI cues or red notification dots, which are easily overlooked. This leads to confusion and frustration for our customers.

Problem statement:

The "Requests" section is not easily discoverable by customers.
There is no clear, prominent way to return to the list of submitted tickets.
This negatively impacts the user experience, especially for less tech-savvy users.

Proposed Future State:

Introduce a clearly visible "My Requests" button or icon on the main portal landing page.
Allow administrators to configure which elements appear by default on the portal homepage.
Optionally: Provide a dashboard widget or quick-access section showing current requests, status updates, or SLA progress.

Goal:

Improve customer user experience by:

• Reducing the number of clicks needed to access key information
• Making navigation clearer and more intuitive
• Increasing transparency in the support process