How to separate support portals for clients

Question

Good day everyone.

Here goes, our business has multiple support departments that  provides support to various clients for various services.

We have our support team split into 2 teams to cator for the different services that are supported.

We have our support portals setup whereby there are 2 separate portals for our clients based on the support services that they subscribe to.

The issue that we have is that we do not want clients to have visibility of both support portals when they need to log an issue as it is creating some confusion for clients on which portal to select when logging an issue etc .

Is there a way to separate the support portals so that clients do not see both?

Thank you .

Brant Schroeder · Accepted Answer

@Mohammed Arafat Naidoo

The only way to do this with the delivered product is to set it up so that the customers have to be part of the portal.  https://support.atlassian.com/jira-service-management-cloud/docs/set-up-and-manage-portal-access/

This solution can be very cumbersome and impractical as you will have to onboard all customers to the support portal that you would like them to see.  I have clients that have limited named support contacts at each customers company so they are already managing accounts and it is not an issue.  If you are used to having open support portals then it will require you to have an onboarding process.  I have seen this done where a JSM Project is setup and the onboard request takes place in that JSM portal and all the other JSM projects the customers are added and removed to control access.