Let customers make issues in the project.

Question

We are a company bringing software support to 300+ customers and we need to track every Issue and Question from the customer. We want to let them join into a project and make issues for us to solve it or answer it.

The trouble with this, we cannot afford to pay 7$ monthly for every single customer.

I was thinking maybe we can use another free issue tracking like gitlab and synchronize it with jira but I would really like to only use Jira for this.

Which one is the right approach?

Jack Brickey · Accepted Answer

You need to consider Jira Service Management for this purpose as customers are free and you pay for your Agents that field the requests.

Nic Brough -Adaptavist- · Accepted Answer

Look at Jira Service Management - agents are expensive compared to Jira Software users, but you only need a few.  Customers are free though, and have a simplified view and place to ask questions and raise support requests (and if you have Confluence, there's a knowledge base function with automated searching so the portal can redirect people to read docs if they're asking a question with a known answer)