Inspiration
The inspiration for this project comes directly from a critical pain point in the customer support experience: Information Asymmetry.
Our use case stems from customers were not able to viewadditonal custom fields that were added to the ticket which cause many emails to and fro just to update on the status and enquiries
What it does
The Portal Request is a powerful add-on that solves the common issue of information asymmetry between support teams and customers. It empowers Jira Administrators to create filter-based rules to securely expose specific internal Jira custom fields directly within the customer's portal.
This transforms the basic ticket view into a comprehensive, self-service dashboard, giving customers the full context of their request without requiring them to contact an agent for an update. The core function is to reduce support overhead, boost customer satisfaction (CSAT), and increase agent productivity by eliminating redundant "status update" inquiries.
How we built it
The application was built as an Atlassian Forge to ensure seamless integration and security within the Atlassian ecosystem.
Challenges we ran into
Jira supports dozens of custom field types. Ensuring that our app could correctly and cleanly render complex field types (like cascading select, date-time, or multi-user pickers) within the customer portal's limited environment required extensive testing and dynamic rendering logic.
Accomplishments that we're proud of
We successfully developed an application that addresses our core use case and delivers significant value to a broader user base
What we learned
We validated that providing customers with even a small, targeted piece of information drastically improves the perceived quality of service and reduces communication friction.
What's next for Portal Request
We plan to expand visibility from the Portal summary to the Request Detail screen. This will allow customers to view essential linked data and gain a much deeper understanding of their ticket.
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