Thoughts on creating a secondary JSM product to store an external customer portal?

Question

For context, I am my companies Application Administrator / Atlassian Admin. We have recently migrated to Cloud. We have 5 customer support portals (JSM projects) that are all configured for my companies internal employees to submit helpdesk tickets. We have decided we would like to create a new JSM project, but this one is for the companies who do business with us (external).Our concerns are anonymous account creation/submission of tickets and how we would effectively manage these external customer accounts once created. We are interested in the possibility of purchasing another JSM product to house this new external customer portal, so it is managed away from our 5 internal portals. I'm looking for information from anyone who has done something similar, and their experiences with it.

David Quiram · Answer

@Katelyn Carriker How has this worked out for you?

We are in a similar situation where we want to have a portal for external requests while keeping our internal employees out of it and maintaining our already existing JSM projects for our internal help desk.

Katelyn Carriker · Answer

Thank you for your feedback, Connor! I appreciate your insight. Our Atlassian account manger has gotten back with me, and also confirmed this would do exactly what we want/need, and apparently this is common for companies/businesses to do.

Once I get more information on what this looks like, I will be sure to update it here, for anyone else looking for details about something like this.

Connor_lld39i · Answer

I'm currently implementing what you're describing. We wanted to completely separate our internal users from external customers. So we've added a new Jira site to our Atlassian org with a new JSM subscription. We're restricting creation of portal accounts to specific domains, and allowing the customers to create their accounts.