Setting up an External Service Desk

[Phil Barrett]

We've been using Salesforce and are looking to create a service desk for customer tickets in Jira. I'm assuming the classic template - external service desk is what I should use rather than a next gen template or the IT service management template?

Would somebody be able to point me in the right direction for customising fields for organisations and customers. Also what's the best process of exporting cases (with attachments), contacts and organisations out of salesforce and then importing to Jira? We wouldn't want email notifications to go out to these customers for example, any gotchas that i need to look out for?

[Angélica Luz]

Hello @Phil Barrett,

Welcome to Atlassian Community!

Reading your use case, I believe that the best option is to use a Classic project because it has more options for custom fields. 

For more information about how to set up a Classic project and its features, please check the documentation below:

• Configure a classic service project as an administrator

In Service Management, it’s not possible to have fields depending on the Organization. Any field added to the project and to the forms will be available for all the customers that have access to the project.

If you need that each Organization has different fields, the best option would be to create different projects for them.

Regarding import issues to Jira, you can use CSV import (Cog icon > System > External System Import).

• Import data from a CSV file

We wouldn't want email notifications to go out to these customers for example, any gotchas that i need to look out for?

To make sure they won’t receive notifications, you can disable notifications before importing the issue. 

Go to Cog icon > System > Outgoing email and disable it. Then, just enable again for them to receive future notifications.

Kind regards,
Angélica