Incident management with multiple customers. how to separate communication?

Question

Hi

So our situation is that we have 100+ customers and in the current setup we create a parent incident ticket and then sub-tickets for each customer to keep communication per customer.

Is there a way to somehow keep communication separate but without creating sub-tickets?

Im thinking like comments threads. But the plugins I found doesn't seem to support the separate communication part.

Any idea how this can be solved?
Would be nice to keep the incident to one ticket only without subtickets.

Torbjörn Richter · Answer

Hi Ravi

Service Desk or not the problem is the 2 way communication. Statuspage is only one way communication.

Sending out an notification when an incident has been created is easy, but the problem is to handle all the responses. To continue communicate with the customers I need to seperate the responses somehow. If I answer by making a comment then all customers will be notified.

Ravi Sagar _Sparxsys_ · Answer

Hi @Torbjörn Richter

I am guessing you are using Jira Service Desk. If you just want to notify your customers then Status Page would make much more sense that would be efficient than creating sub-tasks for each customer.

Ravi