Creating a support project in JIRA

Question

Hello,

I'm creating a "new" support process in my company for a big customer and I'd like to know if there's any project template (something similar to what Atlassian uses, but not restricted to) that I can use as a start, so I won't have to create everything from scratch =) .

Ideally I need a support workflow with generic support-related custom fields, statuses, etc. Any help you can provide (or directions) will be hugely appreciated!

Thanks

Steffen Stamprath · Answer

I can recommend the following plugin for Support: Issue Viewer:
https://marketplace.atlassian.com/plugins/aptis.plugins.issueViewer

With this plugin, you can give each customer a view of a ticket, but it only needs one support user.

Boris Berenberg · Answer

We published how we use JIRA for support at: https://confluence.atlassian.com/display/Support/How+Atlassian+Uses+JIRA+for+Support However, this does not give you a template that you are looking for, nor has it been updated a ton over the years.

You should definitely take a look at JIRA Service Desk and see if that suits your needs.