Is Jira Service Desk available for External Use so that a user of the product can access the portal

Question

Hi There

I am looking into the purchase of Jira service desk and already have an instance of Jira Cloud installed for my product development team.

We have product/s that are used by a number of customers external-facing which we would like to implement a support model for adopting ITIL processes such as Incident Management, Change Management etc.

It is a software product which is built on ML. We want the end users to be able to submit tickets to us so that our internal support team can triage and cascade down to the product dev team.

The example demos that I see online are mainly for internal IT support teams. Is Jira SD a feasible option for our needs? Can the customer portal be made available outward-facing? If so how would this interaction work and integrated within our product?

Would appreciate any advice.

Many Thanks

Nic Brough -Adaptavist- · Answer

Yes, each customer needs an account.  But customers are free and unlimited.

Jira Admin_y46x0a · Answer

Many thanks @Nic Brough -Adaptavist- . Just to be clear if I want to link the customer portal externally e.g embed in help section within my product, does each customer need access to Jira or an account? Or is it unlimited external users and Charges are for agents on the other side? Sorry probs sounds confusing :/

Nic Brough -Adaptavist- · Answer

JSD demos do tend to show you the internal usage, but actually, the system doesn't care whether the people using it are internal or external.

There are a lot of JSD portals out there open to the internet and allowing people to sign up as "customers".  If you're on server or DC, you'll need to expose the server to the internet (or as a pipe over to the intended customers), if you're on Cloud, you're already exposed to the world.  In both cases, all you need to do is set up or invite external users to be customers and, well, that's it.  The portals work the same for everyone.