Jira service desk

[Deleted user]

I'd like to separate customers into groups with separate emails for separate customer portals with different support agents tracking tickets separately.  How do I configure a Service desk project to do this?

[Angélica Luz · Accepted solution]

Hi there,

Welcome to Atlassian Community!
In order to have groups, emails, agents and customer portals separated for each group of customers, you need to create a project for each one of these groups.
Currently, it's possible to have only two emails per service desk project (an email generated automatically by Jira and a custom email address). Also, the customer portal is only one, so if you have separated projects customers will see the same portal, but they will have access to separated request types, so a customer from project A won't be able to create a ticket on project B.
Related to agents, it's not possible to group them and give a different level of access in a project, so the best option is to have different projects.

Regards,
Angélica

[Deleted user]

Thanks for info. The service desk setup is very confusing. You need a step-by-step summary. I am still not sure about

(a) whether each service desk project customer can have a tailored experience branded to THEM and THEIR COMPANY

(b) how to create and access a unique URL for each customer portal. Here is doc from "publicize your service desk". This seems to conflict with what you said above. Also, I don't find a "customer portal" field on the settings page. I don't see where you can "enable public signup"

"You can give one or both of the following URLs to your customers.

• The URL to a specific portal as appeared in your service desk. You'd give this URL to your customers if you've enabled public signup and want them to signup for accounts. The signup link only appears on each individual portal.
  To copy the URL of a portal, click the Customer Portal link again if you closed the above window. Your Customer Portal URL will be displayed above your new logo.

• The URL to the global portal where your customers will see all the service desks they have access to. "

(c) what is project details page under project settings, what does URL field do? I expect for Jira to create automatically a view and related URL

(d) I want to complete setup and log in a customer in order to check the experience - how can I do this?

(e) in portal settings, View and customize the look and feel of your Help Center. What is this page? Is this what customers see when they log in?

[Deleted user]

This shouldn't be this difficult! Your doc does not match the version of service desk software. So, the doc is basically useless. 

All I want to do set up my service desk for a specific customer. Add participants at a customer to allow invitations to be sent to the assigned customers. I want to create a test customer so I can review the experience before I invite. C'mon guys. These are obvious things.

I will take all defaults for the issues handling workflow. 

The project settings left hand ribbon is a mess! much too complex. For example, I have not idea what the Details page is!!

help me to make basic settings like above

[Angélica Luz]

(a) You can add the logo of the company in the project. The main page for the customer portal is for everyone, but you can customize their project by going to Project settings > Portals settings > Logo.

(b) To find the portal URL you need to click on Channels > Help Center. It's not possible to customize the URL and the only difference between each project is the end of the URL that will change the number.

Can you share the documentation you mentioned? I searched here but didn't find.

(c) The Project details are for internal use only, customers won't see this information.
You can find more details about the URL and all the details here:

Link to more project details with a project URL
You can link team members and viewers to an external site by adding a project URL. The project URL displays in the Projects directory of your site.

Most teams supply an address to documentation about the project, roadmaps or other important content outside of their Jira site. If you use Confluence to collaborate, we recommend adding a link to your team's space.

To change your project's URL:

From your project's sidebar, select Project settings > Details.
In the URL field, enter your link.
Select Save details.

(d) When we create a service desk project, it's basically everything ready to allow a customer to create tickets, you just need to customize.
What set up you do you need to complete?
To test the portal as a customer, as customers accounts do not count any license, you can add your personal email or any other account that you have access on customers' page, then you can check the email to follow the same steps as your customers will follow.

(e) Yes, this is the main page that all customers will see.
You, as an administrator, will see all projects, but customers will see only those projects that you or other administrator gave access to.