JIRA Service Desk for external users

Question

Hello,

I am looking for some feedback on how you guys implemented JIRA Service Desk to support external customers on your Companies.

My problem is this:

On our Company we provide a SaaS service to our customers where we have an online portal where they manage their product. If they need support from us they can send us an email to our support queue and expect an answer.

Currently our JIRA Service desk instance is closed to the outside and the only interaction our customer has is with the support email. Every time our Agents reply on the issue, our customers only receive the update (I set this on the customer notifications rule) that "user X commented:".

If we decide to open up the portal to everyone our customers will be able to view / edit / create requests there.

The problem is that the customer portal works on a different URL when compared to our company's URL. I know we can change this to be like "support.company.com", however our users would need to manage two distinct logins (one for our app, other for our Support product). This makes no sense on my head.

How do you guys manage this and can you give me a few examples on how you have this setup on your side?

Thanks

Jon Espen Ingvaldsen Kantega SSO · Answer

Hi @Gualter Augusto and @Jack Brickey

What which type of SSO would you like to setup, and which identity provider service do you use?

Many of the SSO marketplace apps for JSD allow both agents and customers benefit of SSO. Some of the apps also allow you to express username transformations to make users logging in through an external service (identity provider) match the usernames in Jira. Examples of such username transformations are stripping of domain information from email-based usernames to more customized regex transformations.

Can such username transformations help you with the user duplicates?

Regards,
Jon Espen
Kantega SSO

Jack Brickey · Answer

I am also getting underway opening up JSD for external customers as well. In one case at least I really don’t want the customers to have another portal so I’m looking at us8 g the Widget feature and embed it into an existing portal they use. Now this doesn’t have the benefit of viewing open requests. On thing you could do is to add a link to the portal on current webpage but unless you could work out SSO then they would have to login separately.