One or multiple JSM projects for an MSP?

[James Burdett]

We are considering moving from our PSA/ticket platform to JSM. We are an IT/Cloud MSP with several hundred clients. I'm trying to determine whether we can get away with using only one JSM project versus one for each of our clients. Our clients have different monthly support agreements with us, so SLAs can vary from one client's issue to the next. We also need to be able to track issues and time entry within those issues on a client by client basis. We need to associate each client's JSM time entries with an individual billing contract in a separate Finance system. We want one single inbound support email address for our clients. Will JSM work for us? We do not want to manage separate JSM projects for each client. Thank you.

[Nic Brough -Adaptavist-]

Welcome to the Atlassian Community!

Jira Service Management can work very well for you, as long as you are careful to record the right customer on every call.