Is there a possibility to use Jira Service Desk not in the cloud but still contact with the clients?

Question

Hi team! Wanted to know if there are any possibility to use Jira Service Desk for the support team in order to contact with the clients? However, Jira Service Desk not in the Cloud? For example, the clients' portal won't be used for clients, just receiving and sending emails from end users?

Thank you!

Jack Brickey · Answer

Hi @Diana Agoston ,

so JSM Cloud will certainly meet the requirements you specified here. Regarding the version/platform of JSM you actually have two options Cloud which is SAS hosted by Atlassian or Data Center which allows you to have a "behind the firewall" solution. You can compare the two here.

Diana Agoston · Answer

Hi @Jack Brickey thank you for this descriptive information.

So, long story short, right now we are using Zendesk to communicate with the clients. We would like to change it, and thinking about Jira Service Desk.

In our company we are using Jira however it is not in the cloud. Like I understood if Support team would like to communicate with the clients (send and receive the emails) we need to make JSD in the cloud. We are doubting about the cloud, therefore the question was if this even possible to do so: Communicate with the clients' by using JSD not in the cloud.

As I was mentioned, the Client's Portal right now is not the priority.

* will your customers need to open issues by email? Yes.
* will you need to preserve the customer as the reporter? Yes.
* what notifications will go to the customer (issue updates, comments, transitions, etc) Client need to receive only the answer from the responsible desk. 
* Do you need to have internal and external comments? No, only internal could be fine.
* will you need the ability to include multiple customers on an issue to keep them updated. There is always one customer, but could be some added people in CC's

Also, another thing, why we are questioning about Cloud, is because we would like to set up the workflow. By this, I mean we have different responsible teams already in Jira operating, and it would be great to route the clients questions directly to these responsible teams, by leaving only those requests which can be managed by support. Responsible teams, which are operating in Jira right now, are not in the cloud. Therefore, if support team will have Jira on the cloud, then routing will be I guess difficult in terms of the set-up, or maybe even impossible.

Jack Brickey · Answer

So if you don't want to use JSM (note it is no longer called service desk) what will you use Jira Software? Assuming so, there is not a "customer" concept in JSW similar to JSM. Again, I would say that your exact requirements are important. For example...

* will your customers need to open issues by email?
* will you need to preserve the customer as the reporter?
* what notifications will go to the customer (issue updates, comments, transitions, etc)
* Do you need to have internal and external comments?
* will you need the ability to include multiple customers on an issue to keep them updated.

with that said, JSW has the ability to create an issue by email however if the sender is not a licensed user in JSW then you will need to use a default reporter that is a licensed user. This means all issues coming from non-licensed users will fall under a default user so you would lose sight of the actual reporter.

Understanding your exact use case would help me better respond. Understanding what it is about JSM that makes you not want to use it would help. If you want all the features of JSM except the portal it is certainly possible to use JSM without the portal.