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Is it possible to associate projects with a JIRA Service Desk customer?

Gregorio Luiz G2

We're using JIRA Service Desk to support out external clients, and would like to know if it's possible to offer each customer a drop down menu to choose which pertinent project the ticket is about. Is this possible?

As it stands I don't even see a way to set several customers to be grouped by company. Is this possible with custom fields?

Thanks in advance for the help!

Accepted answers

Geert_Graat

Hi,

Within a Service Desk, you can create different request types for your customer portal, so customers can choose the type of request they need. If you have more projects and not all customers have or need access to all these projects, you can create a service desk for each project and associate customers with the relevant service desks.

There is no notion of companies within Service Desk yet. So for instance you cannot have a customer from a company report an issue and then have another customer from that same company view that issue through Service Desk. There are feature requests for this to watch: https://jira.atlassian.com/browse/JSD-269 and https://jira.atlassian.com/browse/JSD-270.

Regards,

Geert

All comments

Geert_Graat

Hi,

Regards,

Geert

Gregorio Luiz G2

Thanks for the response Geert, unfortunately it doesn't solve the issues we have in our use-case. Ideally we want just one customer portal for all our customers, as we also want just one email for all requests to be routed through. We also don't really have the need for several request types as our support team is only a couple of us, so we just handle all requests through a "General Web Support" request type. Those two feature requests you linked are interesting and definitely a step in the right direction for us, I've voted and followed them both.

Geert_Graat

So if you only want one customer portal with one request type, which is what you can have with Service Desk out of the box, I do not understand you original requirement to "offer each customer a drop down menu to choose which pertinent project the ticket is about". Also, please note that you can have multiple Service Desks, but still access these through one portal. So you can still have one portal for each customer, with different Service Desks.

Gregorio Luiz G2

Sorry I wasn't clear enough, I'll try to exemplify: Client A has Project_1 and Project_2. Client B has Project_3 and Project_4. When Client A submits a ticket, we'd like a field that allows the customer to choose from existing JIRA projects associated to him or his organization (the org aspect is covered in those feature requests you linked above), so this client would only see Project_1 and Project_2 in the dropdown. Likewise when Client B logs in and accesses the same portal, we'd like him to only see Project_3 and Project_4 show up in the dropdown. The issue we have with creating service desks for each project is that we want only one email where clients can initiate or comment on tickets. My understanding is that JIRA does not support this, every service desk requires a unique email, which just sounds like hassle, we just want to use support@ourdomain.com. On another note, your comment about multiple Service Desks and one portal is interesting, how do I achieve this? When I create a new service desk - new or enable for existing project - it simply creates a new portal.. Thank you so much for the help!

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