Can the customer view all the tickets submitted by the customer's team members?

[Hero Aoki]

I am evaluating the Jira Service Desk as our team is internally familiar with Jira for everyday use. Now, we try to use Jira Service Desk to have direct communication with a particular customer with 20 people for technical Q&A and issues escalation.

I have learned the Agent role of Jira can list all the issues from the customer and filter by category or priority, and generate reports.

Q) Having 20 users in the customer team (company), do they have a similar capability to list up all the tickets (issues) opened by 20 members? and Can they sort by priority or filter?

Thanks for your help in advance.

Regards,

Hiro

[Petter Gonçalves · Accepted solution]

Hello Hero,

Welcome to Atlassian community.

Portal-only customers have a limited view of JIRA Service Desk, however, it is possible to share multiple requests between multiple customers.

To perform such configuration, you should add the customers to the same organization under the customer tab:

And select under the customer permission the first option:

The filter options available for Service desk customers are Status, Reporter and Request type:

For more information about the organization feature, please check the documentation below:

Group customers in organizations

Let us know if this information helps. :)

[Hero Aoki]

Hi Petterson, Thank you very much! - Hiro

[Petter Gonçalves]

You are welcome, Hiro!

Have a nice day. :)