Supporting several organizations

Question

Hi,

I run a web support agency and would like clients to have access to their tickets, but not be able to see any other tickets from other organizations. This is how I setup their access so far. Since they only need to see their tickets:

Do I have to create a Service Desk Project for each organization and add clients there? If so, is there an easy way to keep track of all the tickets that would be spread out among all of these Projects? Or would they only see the tickets  they create?

I basically want to be able to allow them to use the Customer Portal and see only their organization's tickets. Using a Next-Gen Service Desk Project, but happy to switch things up.

Thanks and hope that made sense!

Sergio

Sergio Scabuzzo · Answer

Hi @__ Jimi Wikman thanks for that reply. Could you please go into a bit more detail about the last two paragraphs/options?

I'm not thinking of having customers see the backend/Jira, but it may be nice to. Also the idea of having multiple support projects could be quite handy, if I can then pull all of that data into one master project. Though I'm not sure I understand how to do either of those things :)

__ Jimi Wikman · Answer

It depends a bit on how you have your clients setup.

By default your clients can see the frontend and all tickets they have submitted, but no other tickets. This setup allow you to have a generic support portal with generic FAQ if you also have Confluence.

If you want to have custom request types and FAQ then you can have one support project for each customer.

If your customers also need to see things in Jira and not just the the frontend, then you can add a custom field to your tickets and then have boards that pull out the tickets you need to different clients.

Same thing if you have multiple support projects then you can pull in data from all those projects into one master project for full overview.