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  1. Jira Service Management Cloud
  2. JSDCLOUD-3709

Send a separate notification when an Agent creates an issue on behalf of a customer

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

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

      Problem statement

      Service Desk currently allows Agents to create requests on behalf of customers.
      These issues are treated as if they have been created by the customer, and generate a notification that indicates this. This can create confusion on what the source of an issue has been, as there currently is no way for a customer to see the difference between issues created by them, or on their behalf. Only Agents are capable to see the difference, for which they have to check the History tab of the issue in JIRA (not Service Desk)

      Suggestion

      Whenever an agent creates an issue on behalf of another user, send out a notification that reflects this, instead of using the current create request notification. This way, a customer can see the difference between issues created by themself, and those created on their behalf.

          Form Name

            [JSDCLOUD-3709] Send a separate notification when an Agent creates an issue on behalf of a customer

            Matthew Hunter added a comment -
            Atlassian Update - April 9, 2021

            Hi everyone,

            Thank you for bringing this suggestion to our attention.

            As explained in our new feature policy, there are many factors that influence our product roadmaps and determine the features we implement. When making decisions about what to prioritize and work on, we combine your feedback and suggestions with insights from our support teams, product analytics, research findings, and more. This information, combined with our medium- and long-term product and platform vision, determines what we implement and its priority order.

            Unfortunately, this suggestion didn’t make it to the roadmap this time and we are closing it.

            As we continue to roll out features we do look at feedback from our users and if you feel like this suggestion is still important to your team please let us know by commenting on this ticket.

            Thank you again for providing valuable feedback to our team!

            Matthew Hunter added a comment - Atlassian Update - April 9, 2021 Hi everyone, Thank you for bringing this suggestion to our attention. As explained in our new feature policy , there are many factors that influence our product roadmaps and determine the features we implement. When making decisions about what to prioritize and work on, we combine your feedback and suggestions with insights from our support teams, product analytics, research findings, and more. This information, combined with our medium- and long-term product and platform vision, determines what we implement and its priority order. Unfortunately, this suggestion didn’t make it to the roadmap this time and we are closing it. As we continue to roll out features we do look at feedback from our users and if you feel like this suggestion is still important to your team please let us know by commenting on this ticket. Thank you again for providing valuable feedback to our team!

              Unassigned Unassigned
              mnassette MJ (Inactive)
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