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What works best, single or multiple service desk projects

Laura Snoeij

Hi,

We are already working with JIRA over 15 years for development and customer support.

For customer support we always used JIRA software and are considering moving over to Service desk.

Currently struggling with the translation between our current setup and a new setup suitable for Service Desk.

As software company we develop 5 different products, each products does have its own JIRA support project, development project and confluence space.

When creating multiple JIRA service desk projects, it does not really seem to work in the Portal.
Is there a way to change the portal in such a way that a customer could pick a product before moving forward with actually typing a question pointing to the confluence space of the matching product and the question will end up in the correct project?

Accepted answers

Brant Schroeder

Laura,

I would suggest creating a service desk for each product and have the users select the service desk at the Help Center level. You can then associate the products confluence space with each products service desk. Then when they search the confluence space for documentation it would be linked to the correct product. If they searched at the help center level it would search all knowledge bases but would also let them know which service desk it was associated with. We do something similar for the products we support. We also only allow certain confluence articles to be public through the portal and others are available to the agents who support the users. We also have some that are for internal use only and those reside in a different space altogether. Let me know if you have additional questions.

All comments

Brant Schroeder

Laura,

Laura Snoeij

Thanks Brant,

Next question then would be how to make all these 5 projects visible and make it clear to the user to enter one of these projects first prior to start typing their question so the correct project is been selected?

Laura

Brant Schroeder

The only thing I can think to do at the Help Center level is to add an announcement banner that tells them to select their product for the best support. If they don't then it will still search everything and it will be important to properly label your knowledge base articles and your request types so they can easily see which ones relate to them.

In order to make them visible you will just need to make a change to the project settings for each service desk. Just go to Project Settings > Customer Permissions. Here you can change the access to Anyone can send a request via the portal or ....... This will allow individuals who access the Help Center to see the service desk.

Kat Warner

Hi @Laura Snoeij - I have moved this to the Jira Service Desk area so it will be seen by more people who may be able to help.

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