Request Steps

This page describe how to add ticket progress for customers on the service desk portal to show them how much is yet to resolution.

Discover this feature with an interactive demo 👀

The Requests Steps feature shows the current progress of issues on the Jira customer portal. Thanks to that, it’s easier for customers to understand what stage their ticket is at and how much is left to do.

With this, you provide your customers with advanced Jira ticket tracking, which can impact CSAT.

This is an example of a shipping order. The customers know what the process looks like and how many steps are ahead. It’s an easy way to simplify the issue’s workflow explanation. Steps are matched with statuses in the queue.

How to add the request steps to the service desk portal?

Steps 🐾

You must be logged in as a user with the Administer Project permission for all of the following procedures. Log in to your Jira instance.

1. Choose the cog icon ⚙️ > Apps.

2. Choose Projects > service project which you want to configure.

3. Under Project Settings, select Request Steps.

4. Click on the Request Type you wish to configure.

5. Add as many steps as you need.

6. Map with JQL (for example every step to other status) to steps you defined earlier. Optionally, you can describe each step.

7. Click Save.

The configuration and customer portal view

Result 🎉

Defined steps are now visible on the Jira customer portal on selected Request Types.

You can also configure step colors! 🎨

• Choose the cog icon ⚙️ > Apps.

• Choose Projects > service project which you want to configure.

• Under Project Settings, select Request Steps.

• Click on the Configure colors.

• Set up colors using RGB color code.

• Click Save.