How can I show where an issue is in queue to the customer?

[Bridget Maloney]

Hello, we are currently using Service Desk  and find that the customer view does not give them any idea of where they are in queue, or expectations around when the issue might be complete. 

Is there anyway to show them what the cardinal order is for them in the queue?  For example, "your issue is #15 of 20" or "your issue will be picked up next".  

My favorite experience in certain toll free phone call environments is when it will tell you "Your call will be picked up soon.  You are third in line."  I am picturing something similar - to add visibility and clarity for the customer. 

Please note that right now, they are able to view all issues in the queue, as they are all in one organization and we set it up so all issues are set to that organization by default.  However, the "Requests" page does not show that information in a way that is useful to them. 

My ultimate goal is to find a way to set better expectations with the client regarding when they can expect their issue to be picked up. 

[Jack Brickey · Accepted solution]

@Bridget Maloney, to the best of my knowledge this is not possible. JSW/JSD doesn't have a way to convey the relative position. While in JSW you do have the ability to use Ranking I don't know of anyway to translate that to a location in a given query. There may be some addon app that would help but I am not familiar w/ any that do.

[Bridget Maloney]

Thank you, @Jack Brickey, for the response!  I tried to look around in the marketplace and am not currently seeing anything either.