Ready to Make Your JSM Checklists Truly Collaborative?

Have you ever wished your Jira Service Management clients could do just a little bit more with the checklists you share with them?

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By Mariia Novhorodtseva

30 Jun 2025

Until recently, checklists in JSM portals were read-only. That meant agents had to collect client feedback through email, Slack, or comments โ€” often duplicating work or delaying decisions.

In our latest update (Tick v1.3.11), we introduced something many of our users were asking for:
Interactive Mode for Clients โ€” a powerful new way to collaborate with end users in Jira without losing control.

What is Interactive Mode?

When enabled by the agent, Interactive Mode allows Jira Service Management end users (clients) to:

โœ… Tick off tasks they've completed
โž• Add new items directly to the checklist (if allowed)
๐Ÿ‘€ View progress or updates in real time

How it works

Screenshot 1 โ€“ Enable Interactive Mode in one click


Tick Jira JSM interact mode enabling by agent


Agents can activate Interactive Mode directly from the checklist settings. You stay in full control of when (and where) clients can collaborate.
Screenshot 2 โ€“ End users can now interact with checklists in the portal


Tick Jira JSM interact mode enabled by agent - end-user view


Once enabled, clients can start checking off tasks theyโ€™ve completed โ€” or even add new items. Everything happens right in the JSM portal, making collaboration seamless and immediate.

Screenshot 3 โ€“ Disable Interactive Mode at any time


Tick Jira JSM interact mode disabling by agent


Need to pause client collaboration? You can turn off Interactive Mode with a single click from the same menu.
Back to read-only for clients


Tick Jira JSM interact mode disabled by agent - end-user view


When Interactive Mode is turned off, the checklist becomes view-only again for end users. Clients can still see the progress โ€” but can no longer make edits or updates.

All interactions happen directly in the portal โ€” no extra setup for the client.

And donโ€™t worry:
โœ”๏ธ All actions are permission-based
โœ”๏ธ You decide what they see and what they can do
โœ”๏ธ You can enable or disable the feature per issue

Real-World Use Cases

Interactive Mode isnโ€™t just a cool feature โ€” it solves real problems.
Hereโ€™s how different teams are already using it:

๐Ÿ›  IT Support Teams: Faster incident resolution

Instead of chasing clients with emails like "Can you confirm this is fixed?", just add a checklist item:

โœ… Client confirms issue resolved

The client ticks it in the portal โ€” you move forward. No extra tickets. No delays.

๐Ÿข Facilities Management: Real-time updates from tenants

A tenant reports a broken heater. The checklist includes:
โœ… Maintenance team visits the site
โœ… Tenant confirms issue resolved
Once the repair is complete, the tenant can tick the confirmation directly in the portal.
This ensures no request gets lost and both sides stay updated without email chains.

๐Ÿ‘ฉโ€๐Ÿ’ผ HR Teams: Streamlined employee onboarding

An HR team uses Jira Service Management to manage onboarding for new hires.
Each new employee gets their own onboarding issue with a checklist of steps like:
โœ… Submit signed contract
โœ… Upload ID/passport
โœ… Confirm equipment received

With Interactive Mode, the new hire can now:
โ€“ Tick off completed items themselves
โ€“ Upload missing documents

This gives HR real-time visibility and avoids email ping-pong.
The result? A smoother, more organized onboarding experience โ€” for everyone involved.

Bonus: More client visibility controls

Beyond Interactive Mode, weโ€™ve also added two simple but powerful visibility settings:

๐Ÿ‘๏ธ Show or hide checklists entirely from the portal
๐Ÿ“Š Display or hide progress, depending on what you want clients to see

Whether you're managing onboarding workflows, feedback checklists, or service delivery steps โ€” Tick now adapts to both your teamโ€™s needs and your clientโ€™s expectations.

Weโ€™re proud to be the only Jira checklist app offering this level of client interaction directly in the portal. Weโ€™d love to hear how you approach collaboration with end users in JSM โ€” feel free to share your thoughts in the comments.

โœ… Tick is available on the Atlassian Marketplace.

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