Agent is an employee who manages ideas and tickets, replies to customers and updates status of the requested ideas and support tickets.
See the next sections for information on how to work with Customer Case:
Agents deal with ideas and issue reports while working in JIRA Cloud. Customer Case add-on adds the dedicated tab for viewing all the added ideas or support tickets depending on the forum type.
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:
Select the appropriate parameter to sort out the list of ideas or tickets.
You can filter ideas and tickets by the following criteria:
Above the list with ideas or tickets, select the criterion to filter items. 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 add-on adds a separate section Customer Portal for viewing customers' comments for particular ideas or tickets and replying to them from JIRA.
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 Customer Portal block shows the author of idea, the number of votes and the public URL, which the current idea is available at. For the ticket, only the author and the public URL is shown. The agent can immediately proceed to the customer's area of Customer Case portal for viewing idea or ticket details by clicking the Public URL link.
All the attachments uploaded through JIRA will not be visible in Customer Case. Only the files attached to the comments on the Customer Portal tab are visible in Customer Case.
A JIRA agent who first comments the newly submitted ticket becomes the assignee of this ticket automatically.
The add-on has a special JQL query for searching for ideas with votes.
# For example, issue.property[cc.vote].total > 2 - searches for all issues having more than 2 votes. issue.property[cc.vote].total + operator + number
# Filters ideas by number of votes in the ascending (or descending order). ORDER BY issue.property[cc.vote].total ASC (or DESC) # Filters ideas from the specified project in the ascending (or descending order). project="PROJECT_NAME" ORDER BY issue.property[cc.vote].total 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 issue.property[cc.vote].total > 2 ORDER BY issue.property[cc.vote].total ASC
Once you have created the JQL query, you can save it as a filter
JIRA agents can log in to feedback forums with their JIRA account.
JIRA agents can instantly proceed to JIRA when viewing a particular idea or ticket on the forum.
Agents with JIRA accounts can edit description of all posted ideas, tickets and comments.
Agents can also edit comments and description of ideas and tickets while viewing them in JIRA Cloud.