Best Practice: Keep multiple customers in one project or create an own project for each customer?

Clemens Rätze

I am asking for the experience of other experts. 

When we setup a new service management instance, should we keep multiple customer-company in one project or or create an own project for each customer-company?

For me the big advantage in the separation is, that you can share customer specific fields with existing internal projects of e.g. jira software. So when we decide to create an internal ticket based of the service management ticket, we already have most of the metadata already and share it transparently with our customers.

Would you agree with me or is there any other best practice established already?

Alex Koxaras -Relational-

Hi @Clemens Rätze 

If you are providing services common to all your customers and these do not differentiate, then you don't have to have different projects. You can use organizations to separate the issues from one customer to another and your agents will not have to switch back n forth to XX service desks.

If the services you are providing to customers are significantly different, then this could be a good reason to separate the projects, only for those customer who required special attention (workflow, fields, etc).

But prior of doing the above, laying down all requirements is a must. Then a careful design of the solution should be implemented.