Agents deal with ideas and issue reports while working in Jira Cloud. The Customer Case app adds the dedicated tab for viewing all the added ideas or support tickets depending on the forum type.
See the next sections for details:
To view the list of submitted ideas or tickets, follow these steps:
The Customer Case list item is shown only for the projects that are being used as feedback or support forums. For the details on how to create a forum, refer to the Adding New Forums section.
The view of the lists with ideas and tickets differs a bit.
For each listed idea, the following information is displayed:
For each listed ticket, the following information is displayed:
You can sort ideas in the following way:
You can sort tickets in the following way:
You can filter tickets in the following way:
Customer Case remembers the state of the Assigned to me filtering option for the whole customer portal.
You can filter both ideas and tickets by the following criteria:
Above the list with ideas or tickets, select the criteria for filtration. You can combine the Status and Category filters for more precise results.
By clicking the idea or ticket title, you will be redirected to the standard page for viewing details of the idea or ticket.
The app adds the Customer Portal tab on the Jira issue panel:
Once you press the Customer Portal tab you will see the author of the idea, the number of votes, and the public URL, which the current idea is available at. For the support request, only the author and the public URL are shown. The agent can immediately proceed to Customer Case portal for viewing idea or ticket details by clicking the Public URL link.
The agent can post or edit comments (both own and users'). All the comments posted through the Customer Portal tab will be shown to customers when they open the corresponding idea. When the agent starts progress on the issue or resolves it, the corresponding status is shown to customers in Customer Case. Optionally, the agent can attach one or multiple attachments to the comment, these attachments will be visible in Customer Case too.
The Сomments tab is used for internal correspondence. The comments and attachments that you add to this tab will not be visible on the Customer Case portal.
This functionality is only available for feedback forums.
Sometimes you may find it necessary to pin some comment to the top of the comment list, so everyone who opens this idea can view the comment with actual information about it. It may be an official response from your team or a description of the solution or workaround that may help.
You can pin only one comment to the top of the list. If there is a comment already pinned to the top, you can either unpin it or pin another comment that will replace the current one. You can pin comments of Jira agents and customers.
The app provides a set of issue properties searchable using JQL
|customerVotes>2||searches for all issues having more than 2 votes for a specific project|
|project="PROJECT_NAME" ORDER BY customerVotes ASC (or DESC)||Filters ideas from the specified project in the ascending (or descending order)|
|project="PROJECT_NAME" AND customerVotes>2 ORDER BY customerVotes ASC (or DESC)||Searches in the specified project for ideas with the number of votes more than 2 and shows them in the ascending order.|
|project = "PROJECT_NAME" AND ccUserId=139366||Searches in the specified project for ideas that belongs to the certain user|
|project = name AND created >= "2021-10-10" AND created <= "2021-10-11"||Searches in the specified project for ideas that were created within the defined period|
Once you have created the JQL query, you can save it as a filter.
To learn more about JQL view this Search Jira like a boss with JQL guide.