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Agent is an employee who manages ideas, replies to customers and updates status of the requested ideas and feature requests.

See the next sections for information on how to work with Customer Case:

Managing Customers' Ideas

Agents deal with issues while working in JIRA. Customer Case add-on for JIRA adds the dedicated tab for viewing all the added ideas and feature requests into the project overview section.

The Customers' Ideas tab is shown only for the projects that are being used as feedback forums.

Here the agent can view the list of ideas with the number of votes and comments, and also see the customer and date when the ideas was added. The agent can reload the page with ideas by clicking the Reload  icon. All the ideas, which were added by customers, are automatically converted into JIRA issues.

By clicking the idea title, the agent will be redirected to the standard page for viewing issue details.

The add-on adds a separate section Ideas' Comments  for viewing customers' comments for particular ideas and replying to them from JIRA.

The agent can post a comment, and this comment will be shown to the customer when he/she opens the corresponding idea. When the agent starts progress on the issue or resolves it, the corresponding status is shown to customers.

The Customer's Idea block shows the author of idea, the number of votes and the public URL, which the current idea is available at. The agent can immediately proceed to the customer's area of Customer Case portal for viewing idea details by clicking the Public URL link.

Searching for JIRA Issues with Votes using JQL

The add-on has a special JQL query for searching for issues with votes.[].total + operator + number
For example,[].total > 2 - searches for all issues having more than 2 votes

Once you have created the JQL query, you can save it as a filter.

Adding Output of the Dashboard

  1. Add a gadget to your dashboard.
  2. Select the filter containing the JQL query.
  3. Select the period for showing the chart.
  4. Define the refresh interval for the gadget.
  5. Click Save.




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