PUT A TICKET IN BEHALF OF CLIENTS AND HOW TO ADD CLIENT DESCRIPTION

[Sanny Dominguez]

Hi, is it possible to put ticket on behalf of my clients. Instead of asking them to put ticket i would like to manage tickets and put tickets on behalf of them.

In the other hand, is it possible to see clients names instead of emails and also set some set of descriptions for each clients profile?

[Jack Brickey · Accepted solution]

Yes you can do that. There is a “raise a request” link in the left sidebar which takes you the portal view and you can select the request type and customer. As for the customer profile info, you could create custom fields and populate as desired. However, this info won’t persist across issues based on customer ID. You would have to enter again. 

[Mika Steyn]

I tried this, but the customer does not receive our replies that we send via Jira. Any ideas?

[Jack Brickey]

Hi @Mika Steyn , this is a rather old post and generally it is best to open a new question if you are unable to resolve based on existing posts. The reason for this is that you will get many more hours on your post if it is new.

Now with that said let's see if we can get you some help here. There are a few things to be aware of if your customer is not receiving notifications:

1. as an agent, make sure you're using the "raise a request" in the sidebar 
2. when you raise the request, be sure to set the reporter to the actual customer
3. if you are using the raise the request, it should automatically take you to the portal which then requires you to select the request type. Setting the request time is critical to ensure that the customer is notified.
4. finally, if the customer is still not receiving notifications on updates, then check the customer notification section under project settings
5. also, if possible, ask the customer if they can log into the portal and see the request by clicking on their avatar