What is the best way to have two customer-facing Help Centers feed one JIRA instance?

Question

We have a team that handles service requests for two companies, Acompany & Bcompany. We have one JIRA instance that handles work for both companies.

We need to have one Help Center branded with Acompanies branding, and one Help Center branded with Bcompanies branding.

Issues submitted to either of these Help Centers need to go to the same group of PMs and devs.

What is the best way to accomplish this?

Here are the possible solutions we're looking at:

1. Add another JIRA instance and sync the two using something like: https://marketplace.atlassian.com/apps/1215199/backbone-issue-sync-for-jira?hosting=cloud&tab=overview

2. Add another JIRA instance and federate the two

3. Add-on that allows multiple Help Desks - Are there any available?

unknown · Answer

Hey @Patrick ,

If you decide to go for 2 Jiras,

You can use Exalate to mirror tickets between multiple instances (different Jira URLs).

You can also use Exalate to mirror tickets between multiple Jira Projects in the same instance. This case would be what we call a "Local Synchronization".

Tickets in sync will update bi-directionally as you mentioned while keeping the status values from the project they are at.

Angélica Luz · Answer

Hello Patrick,

Welcome to Atlassian Community!

When using Service Management, there is only one help center and different portals. Each project has its own portal, but the help center is visible to all customers.

You can customize the portal with their logo, company name among other things.

For more details about the help center and the portal, please check the documentation below:

Customize the look and feel of your help center and portal

To make sure that customers from Acompany don't access the portal of Bcompany, just change the customer permission to allow only customers added by agents/admins to access the portal.

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica