Multiple Customers Documentation JIRA Service Desk + Confluence

[Deleted user]

Hello,

we are using Jira Service Management (Service Desk) for several customers. Now we want to create our customer documentation for each customer in Confluence. Is it necessary to create an extra project in Jira Service Management for a strict separation per customer?

Thanks in advance for your help.

[Joseph Chung Yin]

@[deleted] -

Welcome to the community.  If you are referring to knowledge base setup within your JSM project (i.e. help documentations from Confluence), then I would recommend YES on having separate JSM projects for your different customers, so the knowledge base setup in JSM project can be restricted to the specific customers.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Deleted user]

Thank you for the feedback. But how can we implement this if every customer should always send their tickets to the same support@company.de address?

[Joseph Chung Yin]

@[deleted] -

Hi Patrick:

So your customers only use email to create issues in your JSM env? What is the reason that they don't access the portal to submit their requests?

Another thing how are they access your custom documentation via your JSM env? 

Best, Joseph

[Deleted user]

Hello Joseph,

yes, our customers always open tickets using emails. That means it is not possible to use Jira for multiple customers? Is there no guidance from Atlassian for such a setup?

Best regards
Patrick

[Joseph Chung Yin]

@[deleted] -

In this case, I may recommend the following idea - that if you can group your different customers sets into different internal groups within JSM, and those group should be available in your Confluence side.  You can then use the groups in Confluence to control access permissions.

I have not test this idea out at this time.  I would recommend you to submit your ask to Atlassian Support Team for their input (https://support.atlassian.com).

Sorry, I don't have a solid solution for you at this time.  Let me know what Atlassian Support team has to say about it.

Have a great weekend.

Best, Joseph