We are a very small software company delivering highly customizable software to customers worldwide. Coming from Redmine we want to migrate to Jira for development, Jira Service desk for support and SLA tracking and Confluence for both internal reference as well as customer documentation.
What will be the best way to go ahead with this and setting it up considering following:
Development
- We want to use Roadmap and release planning and share this with customers
- We want to use Scrum for software development
- We want to use Waterfall for project delivery, including a good Gantt chart that can be shared with our customer. We tried BigPicture but this is very, very slow and sharing a simple Gantt chart with the customer is not possible....
- While developing software and customizing it for a dedicated customer this customer should be able to test the software and give feedback. This should be part of the workflow.
- Customers should not be able to see each others work/tickets.
- Tickets from customers coming in via Service Desk should show up in the appropriate product backlog.
Service
- We want to track the individual customer SLA's.
- A customer must be able to send in a support ticket or bug and track progress of this.
- A customer should be able to see tickets from other customers
- We want to set up a knowledge base for internal use and also for external customer product support (user documenatation, FAQ's etc).
Any help on how to set this up in the most economicall way will be much appreciated!
