Portal Clarity
Let customers see the status of their request on the Jira Service Management portal, so agents spend less time answering "any update?".
What customers see
A Request status panel on the request page in the customer portal. You choose what it shows, per request type:
- Assignee: the agent's display name, or a team name you set.
- SLA time left: time remaining on the SLAs you choose, with labels you write for customers.
- Read-only fields: only the fields you add to the list, with labels you choose.
- Linked requests: linked issues of the link types you allow, with their status.
- Affects me too: a button customers press to say a request affects them. Agents see the count in a Customer votes panel on the issue.
Everything is off until an admin turns it on. A request type with nothing turned on shows no panel.
Set up
- Install Portal Clarity from the Atlassian Marketplace. You need Jira administrator permission.
- Open the settings page: Settings (gear icon) → Marketplace apps → Manage apps, then select Take me there. Find Portal Clarity in the list and choose Configure from its menu.
- Choose a Service project, then a Request type.
- Turn on the options you want, fill in their details, and select Save.
- Check the result: type a request key in Customer preview (for example
HELP-12) and select Preview. You see exactly what the customer will see.
SLA names
Run a preview on a real request first. The preview lists the SLA names on that request, and you can add each one with a single click. The label is what customers read, for example "We aim to reply within".
Linked requests
Choose the link types to show, then a visibility rule:
| Rule | What customers see |
|---|
| Only requests this customer can already view (default) | A linked issue appears only if the customer already has access to it in the portal. This is the safest option. |
| Any issue in the same project | Linked issues from the same service project appear with their summary and status, even if the customer can't open them. Use this for shared incidents, such as an outage that affects everyone. |
How Portal Clarity protects data
- Every request is checked on the server: the app confirms that the person viewing the portal can view that request before it returns anything.
- Only fields on your list are ever read and sent to the portal. Fields not on the list never leave Jira.
- The app runs entirely on Atlassian's Forge platform. It has no outside servers, and no data leaves Atlassian.
- Settings pages are available to Jira administrators only.
Details are in the privacy policy.
Questions
See the support page.