Related Tickets for Jira

By listing related tickets raised by the same person within the same service desk, the Service Desk agents can understand the customer better and be well-positioned to resolve the ticket.

Comment

We have been using Jira Service Desk Cloud as a Service Desk for our Marketplace apps.

While exploring Atlassian Forge, the idea came about to display other tickets from the same customer when viewing a support ticket in agent view.

Previously we have to open a new tab and execute a search manually. With this Forge app, the information is displayed neatly in a table automatically.

Now my team members can conveniently identify

  1. Past tickets
  2. Duplicate tickets
  3. Related tickets This way, we can have a better picture and address the tickets in personalised manner.

We think Atlassian Forge offers new possibilities. Even with Atlassian Forge beta, it is easy to create functional apps in Jira Cloud without the need to host any servers.

Currently, we hard-coded the project key to limit the feature specifically for our Jira Service Desk project. We are hoping for new improvements so that it is possible to configure the display settings for various projects

Built With

Share this project:

Updates