Jira Service Desk: Raise issues on behalf of customers

Jira Service Desk Evaluator Resources

On this page

Still need help?

The Atlassian Community is here for you.

Ask the community

 


Objective

Can I raise issues on behalf of customers in Jira Service Desk?

Environment

Server/Cloud

Procedure

There is a feature called ‘Raise a Request’ in a service desk project's sidebar. It gives the agents access to the portal with a choice to choose for which customer they can raise the issue for. 

This feature is great for tracking 'tap on the shoulder' requests, when folks ask for help in person. It's also helpful to turn chats, or phone calls, into trackable requests in Jira Service Desk.

Please note that using the Create button in JIRA will create a traditional Jira issue rather than a Jira Service Desk issue with a request type value. Read more about the differences in Create an Issue vs. Raise a Request. Please use the Raise a Request option on the project sidebar instead to create an issue as a Jira Service Desk issue.





Last modified on Jun 11, 2018

Was this helpful?

Yes
No
Provide feedback about this article
Powered by Confluence and Scroll Viewport.