Dashboard for External Customers

[Charles Moore]

• Customer Dashboard for Ticket Status
  • Create a dashboard where customers can view the status of their open tickets.
  • Customers should see all issues submitted for their company.
  • Dashboard should be company specific and locked for access outside of designated company
• Real-Time Status Updates
  • Ticket statuses should update automatically as they progress through internal teams.
• Parent/Child Ticket Linking
  • Link related support request tickets (e.g., bug reports, outages) across companies to reduce duplicate entries.
• Customer Idea Submission Form
  • Add a form for customers to submit product enhancements, document requests, and training requests.
  • Categorize these as "Ideas" or "Requests for Information" while keeping them visible alongside support tickets.
• Assistance Request
  • Are these functionalities possible within Jira?

[Robert DaSilva · Accepted solution]

Hi @Charles Moore , welcome to the Community! Could you confirm if this is intended to be used for Jira, or if this is for Jira Service Management?

Your dashboards feel closer to a Jira Service Management need, based on the assumption that customers are external to your organization. Good news, a lot of this is available natively through JSM. Some of the requests you're looking for, however, might require a 3rd party Marketplace App to accomplish.

Let's get started down your list operating on the assumption that you are using Jira Service Management.

Customer Dashboard for Ticket Status

• Create a dashboard where customers can view the status of their open tickets.
  • Whenever a customer creates a service request, they are able to see all raised requests as part of their profile. They can filter by requests they have created themselves, requests where they are a participant, and the current status of their requests.
• Customers should see all issues submitted for their company.
  • For a user to see requests they did not create, they need to be listed as part of the "Request Participants" field within the work item.
  • You may be able to automatically add a number of request participants using a Jira Automation rule, but this will require some tinkering.
    • My initial thought here would be to first create an Epic that holds all request participants you'd want to add, on a per-company basis.
    • Then when a new work item is created, first link that to the Epic to the work item, and then copy all individuals in the Request Participants field to the new work item.
    • This will need testing, especially as new customers get added to companies.
• Dashboard should be company specific and locked for access outside of designated company
  • Good news is that so long as customers are not added to work items they shouldn't see, they cannot see anything else.

Real-Time Status Updates

• Ticket statuses should update automatically as they progress through internal teams.
  • This happens natively with Jira Service Management, and customers can see the current status, so long as it has the "Visible to customer" option enabled.

Parent/Child Ticket Linking

• Link related support request tickets (e.g., bug reports, outages) across companies to reduce duplicate entries.
  • This is native functionality with the JSM Organizations feature. All work items linked to a given organization are listed on that organization's summary page.

Customer Idea Submission Form

• Add a form for customers to submit product enhancements, document requests, and training requests.
• Categorize these as "Ideas" or "Requests for Information" while keeping them visible alongside support tickets.
  • This is native functionality with JSM! You can simply create a new request type with an appropriate name, and these will remain distinct from support requests.

Assistance Request

• Are these functionalities possible within Jira?
  • JSM would support an assistance request as well! This could appear as a workflow step similar to an "escalation", or a separate request type itself.

Hope that's helpful!

Robert

[Charles Moore]

This is very helpful. Some of what you have provided, I have been exploring. I did not want to give too much of an indication of what I have been working on, because I did not want to influence direction given, based on the path I was already on. I wanted to remain open to better ways of achieving my objectives.  

You have gone above what I had expected to receive in a reply. Thank you very much!

[Valerie Knapp · Accepted solution]

Hi @Charles Moore , welcome to the Atlassian Community and thanks for your question. 

Basically, the standard Jira dashboards are quite limited if you need to be able to share with people who don't access Jira. There isn't a functionality to render them public or to share them with non Jira users. 

You can check the app marketplace but also there, I'm not aware of an app that meets all your requirements but should have a look and try out a few apps and see if any of them will help.

https://marketplace.atlassian.com/search?query=dashboard 

 https://marketplace.atlassian.com/apps/1223898/dashboard-hub-pro-charts-reports-time-in-status-tables?hosting=cloud&tab=overview 

Best wishes

[Charles Moore]

Thanks so much. I am new to the Atlassian "suite" of products. I will check out your provided links. I appreciate the help!

[Eduardo Anflor - MindPro]

Hi, @Charles Moore 

Welcome to the community!

Jira dashboards are a bit limited in terms of sharing information with external users. You would need to give your customers internal access to your instance in order to share a dashboard with them. In the portal, they can access the list of issues they created, but there are no statistics around this.

If you are open to trying a marketplace solution, I recommend Mindpro Graphy (I am a product leader at Mindpro). The app allows you to create easy-to-use dashboards, and you have 50+ available gadgets to choose from, including custom and asset gadgets. The gadgets are interactive, which means you can filter the entire dashboard when you click on a chart segment. There is also a way to display the issues list on the bottom of the dashboard in a hierarchical view (based on Jira's hierarchy), using a specific filter.

You can share dashboards internally or with the customers you want:

 

When the customers access the portal, they will see an option to select the dashboards: 

The system will allow the customers to select among dashboards they have permission to view (the app also respects Jira project permissions):

I believe this matches most of your requirements. Hope that helps.

Regards,

Eduardo

[Charles Moore]

Thanks, Eduardo. I will discuss this with the team and see what their thoughts are. I think we were trying to stay away from having to pay for additional solutions, if it is possible to achieve what we are trying to accomplish within the suite of products we are already paying for. This certainly is a very clean look!