Customer Case is the add-on for JIRA Cloud that allows you to transform it into a full-fledged feedback and helpdesk system with sufficient tools for its operation.
Single Customer Portal
Customer Case creates a single customer portal that unites all types of forums, including forums with access restrictions.
You and your customers can quickly switch between the forums by using the forum selector in the header.
Feedback and Support Forums
Customer Case operates on the basis of JIRA projects that are used for storing users' ideas or tickets depending on the forum type.
Creation of forums is available in the dedicated section of the add-on. Creation requires selection of the appropriate JIRA project and forum type and entry of the forum name with optional description. And that's all! After this you get a public URL to this forum which you need to share with your users and visitors.
When proceeding to the forum, you can view the full list of ideas or support requests that were submitted on this forum. Your customers can see all ideas submitted on the forum and their own tickets.
Request Submission
The process of submitting feature or support requests is pretty simple and intuitive. All your customers need to do is to enter the summary and description of the feature they want to have or issue they experience.
Optionally, they can attach one or multiple files to the request.
They can also vote on specific ideas or start watching them to get regular updates on new comments, status changes and so on.
Customers or visitors of the portal can quickly search for ideas by entering some keyword, or sort them in the appropriate order.
Support agents can quickly locate the new tickets and see the tickets pending their input. For performing additional operations on tickets or ideas, they can smoothly transition to JIRA and work on them there.
Forum Specific ConfigurationÂ
For each forum you can have specific configuration regulating its behavior and accessibility for different users.
In such a way, you can define the login options and access restrictions for specific domains or even for specific users.
Instead of using address of Customer Case, you can completely replace it with your own domain by setting the corresponding option.
Email Support
For both forum types, you can configure mailboxes that allow you and your customers to submit requests and comments via email.
This becomes quite convenient when you can keep communication through your mail agent and preserve all the associated information in Customer Case.
User Profile
Each user can view his or her activity on forums by opening the user profile which shows all the submitted requests, votes and comments.