Is it possible to create single Helpdesk portal with different projects?

Svetlana Morozova

Hi!

We have the following task. We need to have 2 separate projects for 1 of our customers (with different request types, workflows and service desk teams). 

We'd like to unite these 2 project under 1 Helpdesk portal, and divide the project by separate sections, to make it work like this for the customer: 

- Customer opens Helpdesk;

- See only 1 portal for its company;

- Choose this portal, and then see separate sections with separate requests types. 

- Choose appropriate section and create a ticket. The ticket will appear in the separate project for the service desk team.

 

I was able to find sections creation within the project, but couldn't find the option to add several projects to the portal. 

Is that possible? 

Joseph Chung Yin

@Svetlana Morozova -

Welcome to the community.  By default/designed, your site will have just one single Help Center portal, any project created in your site (not restricted) will be displayed in the Help Center portal UI where customers can access all visible project's portals.  

Each project will have its owned request type forms.

To hide a project being displayed in the main Help Center portal, one (project admin/site admin) will need to change the "Customer permissions" configuration via "Project settings", and change channel access to Restricted.  This essentially provide the ability for the project admin to control who can access the project (i.e. assigns specified users with the Service Desk Customers project role etc..)

When the above configuration is setup, then only the users called out for the project access will see the project listed in the main Help Center portal UI.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.