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Feature Bundle Data Center
Feature Bundle Data Center
  • ➡️About Feature Bundle
    • Key features of Feature Bundle for Jira Service Management
    • Key benefits of using Feature Bundle?
    • 📚 Glossary
    • ITSM vs ITIL
    • ITSM use cases
      • Amazon delivery use case: Improved Jira Ticket Tracking
      • Enriched customer portal: additional values in the incident management process
      • Request types for internal uses
  • Get started - app configuration 🚀
  • Customer Features
    • Access Configuration
      • Customer Portal Access
      • Request Types Access
    • Announcements
    • Request Steps
    • Edit Request
      • Configuration
    • Request View Enhancer
  • Users features
    • Time Tracking for non-agents
  • Admin features
    • Bulk add holidays to SLA calendars
    • Configuration overview
    • Export & Import Request Types
    • Rename SLAs
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  1. Customer Features

Request View Enhancer

Share more issue-related information with customers than is natively possible. Why? To avoid spare questions, let your agents focus on resolution and ensure customer satisfaction.

PreviousConfigurationNextTime Tracking for non-agents

Last updated 11 months ago

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The Request View Enhancer allows you to share more information about the ticket with customers. For each service desk project, you can decide if you want to display the following elements:

  • Assignee

  • Dates: Created, Updated, Resolved

  • Time in the current status

  • Position in queue and queue size

  • Sub-tasks with fixed details: Issue Key, Summary, Status, Priority

  • Times: current user’s time and assignee’s time

  • Links to external sources

  • Customer satisfaction feedback

This feature is compatible with .

How to set a configuration?

Steps 🐾

  1. Log in to your Jira instance

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

  3. Under Project settings, select Feature Bundle > Request View Enhancer

  4. By clicking on elements, define which of them you want to display for customers. Strikethrough name means that the element will be hidden.

  1. With the toggle a the bottom you can also switch on customer satisfaction feedback.

Result 🎉

The chosen elements are displayed in the Request Detail View.

Refined for Jira | Sites & Themes
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