Is Jira Service Management the right tool for managing customer incident ?

[Romain THOMAS]

Hello,

We already have Jira Service Management in our team for managing internal requests and I would like to use it for customer incident management.

They should be able to open incidents but no see our Knowledge Database

Each customer from the same company should see all the incidents of their company

We also have Jira Software for our development team

Wich Atlassian product could be the most adapted ?

Thank you for your help ?

Romain THOMAS

[Cloudites Owner]

Create a project specific portal for each company and assign the external users portal only user permissions.

The kb uses an inherited permission structure, so when you setup a root folder for internal visibility all subfolders maintain the same permissions, which ensures the portal only users cannot access your internal kb content.