Jira Service Portal Setup -- 2
Publicada el 2026-07-15
Descripción de la oferta
I’m looking for an experienced Jira Service Management configurator to build out a small but complete support workflow in my cloud instance. First, I need a straightforward CRM issue screen for internal reference. It should be a simple form yet cover these basic data points exactly as listed: Customer Name, Email, Issue Description, Customer ID, Phone Number, Issue Type, Company Name, Contact Person and full Contact Details. Next, I want the customer-facing portal to let end users raise requests on their own. When a customer clicks “Create”, the form must collect their incident type and description, priority level, category and allow them to attach supporting documents or screenshots. Agents also need an internal screen so they can log tickets on behalf of callers. After a ticket is submitted—whether by the customer or an agent—Jira should automatically send an email to the assigned service-desk team. When an agent responds, an automated notification must go back to the customer with the reply thread. Escalation is part of the flow: every ticket should include an action that lets the agent route the case to either of two predefined external vendors. Those vendors will be set up as separate queues or groups so we can track turnaround times. Deliverables I’ll review for acceptance: • Configured project, screens and custom fields in Jira Service Management • Automation rules for agent and customer email notifications • Workflow transitions and permissions that enable escalation to the two vendors • Short hand-off document or live demo so my team understands how to maintain the setup If you’ve implemented similar JSM portals and can keep the configuration clean and maintainable, I’d like to hear how quickly you can deliver this.
Skills
Fuente original: freelancer