Jira next gen - Customer's portal - limited visibilities and capabilities

[erika]

Hi team,

Currently, our customers have very limited view/options on their next-gen project portal. This being all tickets per project, status and type. 

1) Is there a roadmap planning to add other existing fields to the main customer's view without having to open each ticket separately?

2) Is there a roadmap planning to allow the customers to also export their ticket data into XML, CSV, or any other format? Not having the ability to export their data is significantly limiting. 

3) Are these limitations of the customer's portal the same in Jira classic?

Thanks in advance for your answer.  

Erika

[Angélica Luz]

Hello Erika,

Thank you for reaching out to Atlassian Community!

The customer portal is limited when it comes to customization, but the good news is that soon more options to filter will be available.

• Cloud Roadmap

Redesigned ticket view

Support for layout flexibility and customized groupings of fields, which will allow customers to design the view screen of their tickets according to their use cases, and to prioritize the fields that are important to their users.

Below are the features related to this improvement:

• As an admin, ability to specify which columns show in Service Desk requests page
• Ability to add/remove columns/filters in My Request page
• Change columns in Customer Portal

Regarding the export, this is currently not available. There is a feature request suggesting the implementation of this ability:

• As a Service Desk Customer, I want to export the Service Desk Requests fields (cvs, excel) to be able to follow my interactions with Service Desk Team agents in a offline mode

Are these limitations of the customer's portal the same in Jira classic?

The help center/customer portal is the same for classic and next-gen. Classic projects have more functionality internally for agents and admins, but when it comes to the customer portal, it's the same view and permissions for customers.

Regards,
Angélica

[erika]

Thanks Angelica. If you need any support from my side to push these through please do give me a shout. All our customers are asking for this so its crucial for us. 

[erika]

One more questions. Are the same limitation existing in Jira classic?

[Angélica Luz]

Hi Erika,

Yes, the limitation applies to both Next-gen and Classic projects. The customer portal is the same for any type of Service Management project.

[erika]

That is very unfortunate. I cannot imagine that anybody finds the portal usefull as is. 

[erika]

Hi Angelica,

have the proposed changes been already implemented, please?

Thanks

Erika

[Angélica Luz]

Hi Erika,

Some improvements were added, it’s possible to change the order of the columns and remove/add fields. 

It’s still not possible to add some custom fields, only system fields are available.

Here is what you can do on the requests’ page:

On the top, you can click on … > Manage columns and then drag and drop them to change their order.

On the right side, you can click on “Customize” and then select the fields you want customers to see. 

Please, take your time to test and let us know if you have any questions.

Kind regards,
Angélica