Ticket Journey overview
Ticket Journey shows customers where their request stands. On the request view of the customer portal, the request appears as a sequence of steps, and the customer sees which step it has reached. Customers who can see the progress don’t have to ask an agent where their request is. The feature was previously called Request Steps.
How it works
You define the steps for each request type. Each step has a name, an optional description, and a JQL condition. A step counts as reached when the request matches its JQL condition, for example status = "In Progress". You can also translate the title, the step names, and the descriptions, and copy a configuration from one request type to another.
- Configure steps: define the steps, their conditions, the translations, and the presentation of the journey.
- Step colors: set the colors of the journey for the whole space.
- Progress on the portal: see what customers see.
Where the journey appears
You choose one of two presentations for each request type:
- Vertical: a timeline in the Side zone, the right column of the request view.
- Horizontal: a progress bar in the Top zone, above the request summary. Arrows move the whole bar, so customers can see steps that don’t fit on the screen, such as the earlier steps of a long journey.
The journey never appears in the Center zone. Which zones show Ticket Journey in a space is set in App Configuration.
Where to set it up
You set up Ticket Journey in service spaces, both company-managed and team-managed. Go to Space settings > Apps > Feature Bundle > Ticket Journey. You need to be both an administrator of the space and a service desk agent in it.
The settings stay available with an expired license and show a warning. Without an active license the portal shows no journey. See What happens without an active license?