The Jira Service Management features
Atlassian hasn’t shipped.

Jira Service Management Customers can’t add request participants from the portal JSDCLOUD-11517 · 1,957 votes on jira.atlassian.com · There is no way for a customer to add colleagues as participants while raising… ✓Patched Jira Service Management Approvers get no reminder for pending approvals JSDCLOUD-11554 · 2,054 votes on jira.atlassian.com · Approval requests sit untouched because approvers are notified once and never nudged again, stalling… ✓Patched Jira Service Management Agents can’t raise a request on behalf of a customer JSDCLOUD-11591 · 2,151 votes on jira.atlassian.com · When a customer calls or walks up, agents have no clean way to log… ✓Patched Jira Service Management Portal fields can’t be shown as read-only to customers JSDCLOUD-11628 · 2,248 votes on jira.atlassian.com · You either show a field so customers can edit it, or hide it —… ✓Patched Jira Service Management SLA timers don’t pause while waiting for the customer JSDCLOUD-11665 · 2,345 votes on jira.atlassian.com · Time spent in "Waiting for customer" still counts against your SLA, so response and… ✓Patched Jira Service Management Request types can’t be grouped or reordered in the portal JSDCLOUD-11702 · 242 votes on jira.atlassian.com · The portal lists request types in a rigid order, so customers scroll past dozens… ✓Patched Jira Service Management Ongoing major incidents aren’t surfaced on the portal JSDCLOUD-11739 · 339 votes on jira.atlassian.com · During an outage customers keep raising duplicate tickets because the portal never tells them… ✓Patched Jira Service Management SLA targets can’t differ by priority within one queue JSDCLOUD-11776 · 436 votes on jira.atlassian.com · Setting different response times per priority means juggling multiple SLAs and queues instead of… ✓Patched Jira Service Management Approval emails don’t include the request details JSDCLOUD-11813 · 533 votes on jira.atlassian.com · Approvers get an email asking them to approve, but have to open the portal… ✓Patched Jira Service Management No follow-up on unanswered satisfaction (CSAT) surveys JSDCLOUD-11850 · 630 votes on jira.atlassian.com · The satisfaction survey is sent once when a request is resolved; if the customer… ✓Patched Jira Service Management Queues can’t be shared or reordered per agent JSDCLOUD-11887 · 727 votes on jira.atlassian.com · Agents can't arrange their own queue order or share a custom queue with the… ✓Patched Jira Service Management Customer notifications can’t be tailored per request type JSDCLOUD-11924 · 824 votes on jira.atlassian.com · Every request type sends the same notification wording, so a password reset and a… ✓Patched Jira Service Management Agents can’t bulk-reply or bulk-transition a queue JSDCLOUD-11961 · 921 votes on jira.atlassian.com · Clearing a backlog or responding to a wave of identical tickets means opening and… ✓Patched Jira Service Management Knowledge base articles aren’t suggested on the portal form JSDCLOUD-11998 · 1,018 votes on jira.atlassian.com · Customers raise tickets for questions already answered in Confluence because the portal doesn't surface… ✓Patched Jira Service Management Linked assets aren’t shown to the customer on their request JSDCLOUD-12035 · 1,115 votes on jira.atlassian.com · When a request is tied to an asset or CI, the customer never sees… ✓Patched