Serving multiple external customers

Question

I am currently looking at Jira service desk by way of evaluation and have a couple of specific requirements. We are a small consulting company that develop and support bespoke as well as third party software for our clients.

Currently we use osTicket but looking to move to something that will achieve the following:

Allow customer organisations to be hidden from individual internal teams - we have some external teams that provide specific product support to some customers but we don't necessarily want them to see other customer organisations or products/projects we have in the system.

Allow customers to see tickets for their entire organisation and projects that they are associated with in their organisation only. We often have 'key users' within a client organisation who need to see all tickets for their projects in their organisation. non key users would only see their own tickets. We may have multiple projects within the same organisation with different key users and those key users should only see all tickets for the subset of projects within their organisation (and be able to add/comment on them).

so in summary, we need to be able to segregate tickets by organisation AND user. In addition we want to segregate tickets by team and organisation. All this together within a suitable

Hopefully I have explained what I am looking for in at least a half-sensible way.

Does anyone have experience of configuring Jira in this way?

Thank in advance for any insight you might be able to offer.

Chris.

Chris Watson_hktgqi · Answer

Many thanks for the information. I think on that basis I will stick with what I have as it does 90% of what I need. Much appreciate your feedback - probably saved me a whole lot of time.

Thanks, Chris.

Hernan Halabi - Elite IT Consulting Group · Answer

Hello @Chris Watson welcome to the community. I've done stuff like this in the past. Jira allows you to hide the different organizations and what you intend to do, while it would be feasible, it can't be done without use of some extra apps.

This segregation of organization, team and users could be tricky, specially if each of them can report different types of tickets.

There are apps like extension for service desk that help with this (for sure on server, haven't checked lately if does the same in cloud).

Ideally try to setup all in one project and build the restrictions with apps there. Else you will end with several portals that make more complex the reporting, maintenance and usage for the agents (there is an app to see queues from many projects that help on this last item).

Whatever you do, consider what would you need to do as an admin if you later grow and need to add 10 o 100 clients more. There is the key for the decision about which path you should take