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  1. Jira Service Management Cloud
  2. JSDCLOUD-810

Way to group service desk customers so they can comment/watch on each other's tickets

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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.

      Currently, each service desk user can only view their own tickets. However many clients have others in their organization who would want to view, comment, and be notified of updates on their tickets. Other clients work in teams on certain issues and would therefore need one ticket for the entire team to follow.

      This has been a major drawback of rolling out service desk to many of our clients.

      Suggesting a way to manually group service desk users and allow them access to each other's tickets. This is similar to JSD-270 and JSD-269.

      The minimum requirement that would achieve 80%+ functionality would be to allow admins to manually create groups of service desk customers that can then only see each other's tickets.

            [JSDCLOUD-810] Way to group service desk customers so they can comment/watch on each other's tickets

            Josef Petrák added a comment -

            That is feasible in Salesforce as well. If I want to make my company unify the support and project management platform under Atlassian products, this is a must-have feature required by our customers.

            Josef Petrák added a comment - That is feasible in Salesforce as well. If I want to make my company unify the support and project management platform under Atlassian products, this is a must-have feature required by our customers.

            Doug Rowe added a comment -

            Voted this request up. FreshService allows you to add customer-side "watchers". I would think a customer (reporter) should be able to add one or more customers (watchers).

            Doug Rowe added a comment - Voted this request up. FreshService allows you to add customer-side "watchers". I would think a customer (reporter) should be able to add one or more customers (watchers).

              Unassigned Unassigned
              bbb7d77ad796 Andy Soltani
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                Created:
                Updated:
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