Accessing the customer portal when using service desk

unknown

Hi

We're trialling the Service Desk and trying to understand how a user would know to access a customer portal rather than the standard JIRA interface.

Looking at the default configuration, if a user navigates to JIRA (e.g. https://jira.example.com) they are presented with the standard "System Dashboard". To get to the Customer Portal, they need to then

• Select All Service Desks from the Service Desk menu in the header
• Click the link to the Service Desk they wish to use
• Click Customer Portal tab
• Click View the Customer Portal

This seems to be rather long winded.

The alternative scenario I can see is that the customers are given a link directly to the customer portal e.g. https://jira.example.com/servicedesk/customer/spt

Is there a better way of helping customers (i.e. non-developer and non-administrative users) getting access to the Customer Portal?

Thanks

ɹǝʞɐq pɐɹq

The Service Desk teams knows that the discovery of "customer portals" is problematic and we are currently working on ways to give a much more directed experience for customers. The end goal would be that people would get a much more Service Desk customer portal oriented experience. But we are not there yet.

In the mean time your best bet is to give out direct links to the specific service desk links.

At Atlassian we have about 11 internal service desk instances that people use day to day and we use a combination of "short url redirect services" eg go/atlasdesk go/kudos go/payroll go/legal* and a Intranet Confluence page that list all the service desks out there for our different teams.

Brad Baker

JIRA Service Desk Architect

* go/legal is my current favourite Service Desk usage in Atlassian. We now route requests to our fledgling legal department though Service Desk and JIRA