Incident reports and status updates for customers

[Michael Gruber]

How can I create incident reports for my customers when the problem is fixed? 

How can I keep my customer with status updates informed from raising the ticket until we fixed the problem?

Regards

Michael Gruber

[Ashkan Malekly]

Hiii @Michael Gruber 

You can go project setting => customer notification => change as what you want. 

[Michael Gruber]

Hi Ashkan,

I already looked at this but what I want to achieve is that a customer receives a incident report of what we have done and a timeline of the work carried out. My technical support team needs to keep the customer updated. Status updates which is another subject I am not clear on as I have tried it through the customer portal and it shows all activities as long the case is open. As soon I set status to resolved and closed I can't send a incident report. 

Majority of our incidents will be via calls from the customers, we create the incident but also I would like to give the customer to option to log in to monitor the process instead of phoning up my technical support team and as soon the incident is resolved my team has to tidy up the comments and be able to trigger a incident(service)report to the customer. 

I hope this gives a better overview of what I try to achieve. Thanks in advance.

[Ashkan Malekly]

Ahaa. So if they have access to your project can see the status of issues. At last I suggest you use API rest call to alert your customer. I use "automation for jira" and after each update you can write automation (API) to call (send notification or send SMS or sth like these)