2 JIRA service desk instances?

Question

Hi,

My company is currently on JIRA server v8.4.1 and JIRA Service Desk Application v4.4.1.

We may be moving back to the cloud at a later date.

Right now we use service desk for all our customers we have a support portal where the customers can raise questions and search our FAQ.

We have an upcoming project with another company. We would like to create a separate JIRA service desk environment for all incoming questions with the other company and customers of that other company.

Is it possible to have 2 separate JIRA service desks for our normal customers and customers of the other company?

Or is there a way to assign a specific ticket type to the customer based on the email of the customer? Of it the customer logins to their JIRA service desk account they have access to a separate set of issue types.

Thank you!

Jennifer_0d7fzl · Answer

Ah ok thank you!

Follow up question. The requirement from the customer is there there are going to be 2 types of issues.

1 - technical support for our software engineers -- bugs, time out issues, etc.

2 - general non-technical questions that the customer will escalate to us.

I notice there are 3 sets of Service Desk: Basic, Customer Service, IT Service Desk.

Would we still want to set 1 new service desk or create 2 to serve our 2 types of customer issues (e.g. Customer Service + IT Service Desk)?

Thank you so much!

Alexis Robert · Answer

Hi @Jennifer ,

you can have separate portals in Jira Service Desk : you just need to create a new Jira Service Desk project and it will have its own URL and portal.

This way you can set permissions so that the other company only sees the Portal #2, and you current customers only see the Portal #1.

let me know if this helps,

--Alexis