4 Customer Actions to Add to Your Jira Service Desk Portal

Customer actions are things customers can do on the Jira Service Management portal after they submit a request, such as editing it, escalating it, saving it as a draft first, or approving it. The more customers can do on their own, the fewer follow-up messages agents need to handle.

4 Must-Have Customer Actions on the Service Desk Portal

With a proper Jira Service Management extension, you can expand customers’ actions on the service desk portal to build a clearer customer support process.

Try to allow your customers to complete the processes below and see the results in workflow and CSATs.

• Edit request
• Escalation
• Saving ticket as a draft
• Approval process

Benefits of a self-service portal

• Clear and strategized incident management process
• Higher CSATs
• Improved Response Times and Customer Satisfaction
• Increased Flexibility and Reduced Submission Errors
• Streamlined Decision-Making and Compliance by customers
• Minimization of incident resolution cost
• Offloaded agents with strict priorities

Customer Actions in Practice: One Employee’s Story

Here are 4 customer actions in one example. They work for internal IT support and for external customers alike.

Let’s put it into a story. Emily works at BestCompanyEver and she is facing several issues and needs assistance from the IT department through the service desk portal.

1. Edit Request: Allow Your Customers to Edit Jira Tickets

Emily notices her company-provided laptop is running slow, affecting her productivity. She logs into the service desk portal and submits a ticket describing her issue.

After submitting the ticket, Emily realizes she forgot to mention an important detail about the issue. She returns to the service desk portal and uses the Edit Request feature to add the missing information.

2. Escalating the Ticket

A few days pass, and Emily’s issue hasn’t been resolved. She urgently needs her laptop to be fixed for an upcoming presentation. Emily decides to escalate her ticket to ensure it gets higher priority.

The ticket now has the status “Escalated” and moves to a different agent queue. With Feature Bundle, the escalation changes the status automatically to the one you choose.

3. Saving a New Ticket as a Draft

While waiting for her laptop issue to be resolved, Emily encounters a network connectivity problem. She starts to create a new ticket but realizes she doesn’t have all the necessary information to complete it. She decides to save the ticket as a draft to gather more details.

Completing the Draft Ticket

Emily gathers the required information about the network issue, returns to the portal, and completes her draft with Edit Request.

Watch the configuration video below:

4. Approval Process for an Equipment Request

Emily’s manager requested that she get a new external hard drive to back up her marketing data. Emily submitted a new ticket for this request, which needs managerial approval due to company policy on new equipment requests.

Emily’s manager reviews the ticket and approves the request, allowing the IT department to proceed with the purchase and setup.

Approvals are built into Jira Service Management. With Feature Bundle, you can also give approvers access to customer actions. A project admin sets up each action for chosen request types. See the configuration guide for details.

Summary: Customer Actions on the Service Desk Portal

Through this flow, Emily utilized multiple advanced customer actions:

• Edit Request to update ticket details.
• Escalation to prioritize her urgent issue.
• Saving Ticket as a Draft to gather necessary information before submitting.
• Approval Process to get managerial consent for a new equipment request.

These actions ensure efficient communication and issue resolution, enhancing employees’ overall productivity and satisfaction like Emily at BestCompanyEver.

This example concerns internal support, but the same actions work for external customers. Editing and escalation let customers correct and prioritize requests on their own, and drafts make sure agents get complete information from the start.

Editing, escalation, and drafts in this example come from Feature Bundle, and approvals are native to Jira Service Management.

If any questions arise, we’re here for you, we also offer free consultations.

This article was updated on October 21, 2026.