To share the help center with your customers, send them the following link: They can also view all the requests they've raised, via the Request button in the top-right corner of the screen.Ĭheck out View requests in the help center to learn how this works. The help center shows all of the customer portals in your Jira Service Management instance. From here, customers can raise requests in any of the portals they have access to. View all customer portals in your help center Select Allow comment reactions on the customer portal for this project. Go to Project settings > Portal settings. As the customer portal comment reactions are disabled by default, you first need to allow their use. Your customers can react to comments with emojis.
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You need a Data Center license to use the search bar. To learn more about workflows and transitions check out Advanced workflow configuration. When an issue is transitioned from the portal, it bypasses any validators that are defined for the transition.When you add a transition to the portal, you can set a resolution for requests that customers transition. Screens don't display on the customer portal.Select the transition in the workflow, and check the box beside Show transition on the customer portal.Ĭustomer transitions behave slightly differently than other workflow transitions:.Select Diagram to open the diagram view.Select the pencil icon beside the workflow that has the transition you want to add to the portal.Use CTRL + b to scroll through a page in upwards direction. Use CTRL + f to scroll through a page downwards direction. Use g and G to quickly navigate to the top and bottom respectively. Use arrow keys or j, k, h, l characters to navigate through the list. In your service project, go to Project settings > Workflows. The lists are displayed in an interactive UI by default.The customer can mark their request as resolved, directly from the customer portal. You can show transitions on the customer portal so that customers can change the status of their request.įor example, say an agent shares a knowledge base article with a customer and the article solves their problem. To learn more about customizing request types, check out Setting up request types. For example, you can add a 'Common requests' group to help customers address issues like IT support. The request types are organized into groups to help customers find what they need. Jira Service Management includes several request types that address common IT help scenarios.
To create and manage request types, visit Project settings > Request types. You can customize the types of requests that customers raise from the portal. Select the link View and change under the Announcement heading, to add important information (for example, working hours).Your logo will appear in notifications sent by your service project. Go to Project settings > Portal settings and change the messaging and logo.The banner, links, and button colors are all inherited from the help center. As a project admin, you can change the following components on the customer portal:
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