Differentiation of tickets for each client i

Sooraj g

Dear Team, Trust the group is doing well and safe. I am new to Jira products and currently we are planning to implement Jira Service Management for our Product - software support providing L3 and L4 support. 

Need your suggestion on best approach for below scenarios:

We have 2 clients - A and B and each of their end customers will be logging tickets (incident and service requests) through email or webform. 

While reviewing the trial version product, as a ticket monitoring team, how do I differentiate tickets based on client and SLA for example time to response /resolution are different for each client.

Does it require one Project or for each customer one project?

Need your suggestion on this 

 

Thanks

SG 

Mark Segall

Hi @Sooraj g and welcome to the community!

You can satisfy this with a single project.  JSM offers a feature called Organizations.  You can group your customers into Organizations which is supported by JQL so you'll be able to leverage for queues, SLAs, reports, etc.