Provide powerful reporting for your Jira Service Desk customers
Provide powerful reporting for your Jira Service Desk customers
Provide powerful reporting for your Jira Service Desk customers
Advanced reports page
SLAs exposed on request view
Administrator control
Show an extended report for customer tickets per Service Desk with all needed data
Allow customer to view SLA times for an issue on the issue view screen.
Projects admins decide which fields to allow the customers to see
Advanced reports page
Customer selected columns
Administrator control
Show an extended report for customer tickets per Service Desk with all needed data
Allow customer to select which fields to see for tickets
Projects admins decide which fields to allow the customers to see
More details
- Extend the default Service Desk Requests report on the Customer portal. With "Advanced Portal Reports for Service Desk" you can easily share and export detailed requests information via the Customer Portal:
- different fields for each Jira Service Desk project
- via Jira service desk user portal
- configure and share specific requests details
Main Customer features:
1. Advanced Reports
- Select which request fields to see in the report (can select from all fields, which the service desk administrator has allowed)
- Advanced search for requests
- Export service desk request details to CSV file.
- View requests created by other customers via Customer Portal (if allowed by administrator)
- Sort results by column
- Reorder columns by drag-n-drop
- Filter the results
2. SLAs exposure
- available for each request via the portal
- configuration by service desk
- specify one or more SLA
Please note, that due to API limitations, the app does not support Next-gen Service Desk projects for now!
More details
Extend the default Service Desk Requests report on the Customer portal. With "Advanced Portal Reports for Service Desk" you can easily share and export detailed requests information via the Customer Portal:
- different fields for each Jira Service Desk project
- via Jira service desk user portal
- configure and share specific requests details
Main Customer features:
- Select which request fields to see in the report (can select from all fields, which the service desk administrator has allowed)
- Advanced search for requests
- Export service desk request details to CSV file.
- View requests created by other customers via Customer Portal (if allowed by administrator)
- Sort results by column
- Filter the results
- SLAs via the Service Desk Portal
Reviews for cloud
(21)Sign in to write a review
Hello Mark,
Thank you for your review. We are aware of the issue with All users filter and working to fix it.
Best regards,
Boyan
Update: The problem has been fixed.
Reviews for server
(21)Sign in to write a review
Hello,
Thank you for your review, we are happy to hear that our app functionality is woking for you. Regarding pricing policy, unfortunately this is not something we can influence, this is the Atlassian pricing policy. We have also complained about it, as it affects our customers, but no improvement so far. Hopefully they will change this.
Besy regards,
Tools4Teams Crew
Hello,
Thank you for your feedback. We are working on adding timelogs to the report as well as branding option (though I don't think we can inherit the branding from Jira Service Desk).
Edit: As for not displaying the link with My Requests app - the link for Advanced Reports is displayed on the Jira Service Desk pages, only when you open the Reports link, which opens the My Requests app page, the link is not present in the menu. The reason is that this page is not part of the Jira Service Desk pages, it is created and maintained by the My Requests app, so the menu there only contains what that App puts in it, we have no control over that.
Best regards,
Tools4Teams Crew
Hello,
Thank you for your feedback. Please accept our sincere apologies for not providing timely resolution to your case. We are trying to create an useful addon and to provide a first class service to our clients. After investigating your case I must admit that we should have served you better and this will surely lead to improvements in our process of providing timely follow up on customer complaints. As your problem is very specific, I will discuss with you possible solutions in the support ticket that is opened in our Jira system.
Best regards,
Boyan Angelov
Hello,
Thank you for the valuable feedback! We are working on plain text search and also exploring the possibility to sort by custom fields. We will launch new versions with more capabilities in rapid speed in the upcoming weeks. If you would like to be notified for the extensions in future versions, please create a ticket in our support system with your wishes.
Best regards,
Nemetschek Bulgaria Team
Hello,
We are happy to announce that the first Cloud version of the app is available on the Marketplace!
Cheers!
Tools4Teams Crew
Reviews for Data Center
(21)Sign in to write a reviewThere are no reviews yet. Be the first to review this app.
Cloud Pricing
Server Pricing
Data Center Pricing
| 10 users$10 | 25 users$100 | 50 users$180 | 100 users$340 | 250 users$600 | 500 & upAdditional pricing details |
Pricing FAQ
- How does cloud app pricing work?
Cloud apps are sold as a monthly or annual subscription. You are eligible for support and automatic version updates as long as your subscription is active.
When your subscription renews each month, you are automatically billed for apps based on the number of users in your instance.
If app pricing changes after your initial purchase, there's a 60-day grandfathering period during which you can renew based on the old pricing.
- How do I determine my cloud pricing?
Apps are billed based on the number of users in your Atlassian product. Jira Cloud apps are priced based on the maximum users of the Jira products on your instance. For example, if you have Jira Software (50 users) and Jira Service Desk (10 agents) on the same instance, you pay the 50-user price for apps.Note: While this app has features specific to Jira Service Desk, the app is technically available across the whole Jira instance. Therefore the above guidelines for licensing across maximum users still apply.
The pricing structure for cloud apps is as follows:
- Monthly subscriptions with up to 10 Atlassian product users are billed at a flat rate price.
- Monthly subscriptions with more than 10 users are billed per user, starting at the first user.
- Monthly subscriptions with more than 100 users are billed per user. The table above provides example pricing at various user levels.
Annual subscriptions may offer a discount depending on the number of users purchased.
- Do you offer academic, community, or open-source licenses for cloud apps?
Academic, community and open source licenses are not available for cloud apps.
- Can I extend my free trial?
For cloud apps, you cannot extend your free evaluation period. All cloud apps are immediately subscribed by a user, and we provide a free evaluation period. This is a minimum of 30 days and ends on the second billing cycle after you first subscribe to the app.
Pricing FAQ
- How does server app pricing work?
Server products and apps are hosted on your servers. This app is sold as a perpetual license, and the purchase price includes 12 months of maintenance (support and version updates).
You can renew maintenance after 12 months at 50% of the current purchase price. You can upgrade the tier of your Atlassian product and app licenses at any time. Upgrade prices are calculated based on Atlassian's formula (view example).
If app pricing changes after your initial purchase, there's a 60-day grandfathering period during which you can renew based on the old pricing.
- How do I determine my server pricing?
Apps are billed based on the number of users in your Atlassian product. For Jira 7.0 or later, the app tier should match the maximum tier of the licensed Jira products on your instance. For example, if you're running Jira Software (500 users) and Jira Service Desk (25 agents) on the same instance, you should purchase the 500-user tier for apps. For versions of Jira prior to 7.0, the app tier should match the licensed user tier for Jira. Even if fewer users want to use the app than your Jira license, the two licenses should match exactly. Note: While this app has features specific to Jira Service Desk, the app is technically available across the whole Jira instance. Therefore the above guidelines for the license tier still apply.
- Can I install this app in a Data Center product?
This app does not have a Data Center approved version. Only apps meeting a set of performance requirements for large, clustered environments are approved for Data Center.
However, while server apps are built for single-server deployments, many customers successfully install them in Data Center products. If you're using a Data Center product, Atlassian recommends you contact the vendor to determine compatibility at scale.
- What type of license do I need if I'm using this app in a Data Center product?
Because this app does not have a Data Center approved version, you should purchase a Server license if you decide to install this app in a Data Center product.
- Do you offer academic, community, or open-source licenses for server apps?
For server apps, academic licenses are available at a 50% discount if you have an academic license for your Atlassian product.
Community and open-source licenses are available for server apps. Learn more about community and open source licenses.
- Can I extend my free trial?
For server apps, you can extend your app trial up to 5 times - in other words, for up to six months. Extend your trial by generating a new evaluation license key from Atlassian Marketplace. Click Try it free and you'll be directed to generate a new license. Paste this license key into the app listing in UPM from your Atlassian product, and you're all set.
- How can I buy apps for my legacy Jira Server or Confluence Server license?
If you own a legacy Jira Server Unlimited (100+ users) or Confluence Server Unlimited (2000+ users) license purchased in 2012 or earlier, legacy app pricing is no longer available. You have two options for app purchasing:
- Purchase the app at the non-legacy Unlimited (10000+ users) tier.
- Renew your Jira or Confluence license at a non-legacy tier, then purchase the app at the same tier.
Nemetschek Bulgaria provides support for this app.
Nemetschek Bulgaria provides support for this app.
Vendor support resources
Find out how this app works.
Atlassian-hosted discussions connect you to other customers who use this app.
Vendor support resources
Find out how this app works.
Atlassian-hosted discussions connect you to other customers who use this app.
Versions
Jira Cloud • Released 2020-05-05
Summary
Switch off Next-gen Projects
Details
Remove add-on configuration for Next-gen service desk projects as not supported for the moment.
Versions
Version 4.8.0-37 • Jira Server 8.0.0 - 8.8.1 • Released 2020-05-07
Summary
Enhancements & small fixes
Details
- message when no additional fields are available for reporting in the portal
- for better performance text search is not searching in every entered character
- problems with columns ordering are fixed
- storing columns order problem is fixed
Installation
- Log into your Jira instance as an admin.
- Click the admin dropdown and choose Atlassian Marketplace. The Manage add-ons screen loads.
- Click Find new apps or Find new add-ons from the left-hand side of the page.
- Locate Advanced Portal Reports for Service Desk via search. The appropriate app version appears in the search results.
- Click Try free to begin a new trial or Buy now to purchase a license for Advanced Portal Reports for Service Desk. You're prompted to log into MyAtlassian. Advanced Portal Reports for Service Desk begins to download.
- Enter your information and click Generate license when redirected to MyAtlassian.
- Click Apply license. If you're using an older version of UPM, you can copy and paste the license into your Jira instance.
To find older Advanced Portal Reports for Service Desk versions compatible with your instance, you can look through our version history page.
- Log into your Jira instance as an admin.
- Click the admin dropdown and choose Add-ons. The Find new apps or Find new add-ons screen loads.
- Locate Advanced Portal Reports for Service Desk.
- Click Free trial to download and install your app.
- You're all set! Click Close in the Installed and ready to go dialog.
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