Global Helpdesk Single Project vs Multi Project

[Dean Rouba]

We are creating an enterprise helpdesk with offices in the US and Mexico.  Currently we have support centers for each business line and setup in multi project.  So we have a helpdesk in Chicago, Kansas and Mexico.  Our goal to to share helpdesk resources across all locations, however be able to report KPIs by location.  Based on this what is the best way to setup Jira?

Thank you,

Dean

[Nic Brough -Adaptavist-]

Welcome to the Atlassian Community!

Given the need for reporting KPIs by location, I would probably start with a look at keeping the three helpdesk separate. 

This is likely to be better for your customers because it keeps the numbers of problems they see smaller and they'll be more relatable to local people.

But I would also think about having a fourth "global" helpdesk, for requests and problems that may affect more than one location.

For sharing helpdesk resources, I'd just add all your agents to all the helpdesks, so they can help out irrespective of their location.  Also, I would not have separate knowledge-bases.  Connect all four of them to a single KB (maybe use region labels to flag when an article is for a specific region)