Small team managing development and support together

Question

Hi Community,

I have a very little experience in Jira and I work in a small Team that is managing both Development and support ticketing

This unique team is working with two different input workflows.

1) Development - new jobs are managed through Jira tasks and subtasks enter by admin or dev people

2) Service Support - customer send emails to an email address which creates tickets in a well known third party application. Further replies, back and forth from/to customers, are managed in this third party software.

From my point of view this is not efficient as, as I said, the team is small and we don't have dedicated people for support.

I think would be more efficient to have a unique queue, tagging tickets in Jira as "bugs", in a unique dev/support work queue.

What do u think about this approach?

Of course I know that Jira service Desk is build for support queue, but it would be anyway a second and dedicated queue that do not give me a complete overview of the workload of the team.

Anyone of you have similar needs and which solution applied?
Thank you!!

Irina_Bel_Stiltsoft_ · Answer

Hi @Sigismondo Freud ,

It seems like we have a perfect solution for you:

* You create a Customer Case app's support forum from your Jira Cloud project where your developers reported bugs.
* Provide the link to the forum on your sources and let customer submit their requests there. 
* Once they submit their requests. They go directly to the same project.
* You can discuss requests internally (with your team) in Jira or comment right to the portal also from Jira
* So you have one project for all the dev requests in one place

Also, with the app you can create:

* Create a forum for any type of Jira project even to Jira Service Management. It's another way, for example, for team members that don't have JSM's Agent licenses to submit ideas to a JSM project
* Create a public portal for customers where they can vote, and comment on each other's requests (it's like your customer community). Then you can prioritize their requests by the number of votes
* Create a portal dedicated to your team or customers restricted with emails or email domains

We ourselves use it. Here are our support forum and feedback forums.

John Funk · Answer

Hi @Sigismondo Freud  - Welcome to the Atlassian Community!

You could actually still use Jira Service Desk (JSD) to handle the incoming support tickets as you mentioned because it is probably the best tool to do things like that.

But then you can create a board that shows both JSD projects and regular Classic Software projects (probably what you use for your Development tasks) all in the same board. You could use a common workflow and map your statuses to your board.

That way you see both types in the board. And then create some Quick Filters to hide one or the other based on Issue Types and/or Components.

Sigismondo Freud · Answer

No one have experience on this?... Thank you