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Multi product service desk

Mike_e6ysko

Hi everyone, I am looking for some best practice advice. We are going to be moving from freshdesk (which is great) to service desk to better integrate with Jira. We are in the process of moving all of the content from freshdesk to confluence now.

My question is, we have multiple software products and web applications. I am looking for advice on the best way to implement this in service desk. The default 3 questions by default for a new ticket does not give enough information for it to be routed to the correct people.

I am curious how other that support multiple products and brands support this.

Accepted answers

Steve Thornhill_57zt4f

The default 3 you are seeing are just to start you off. You can add/remove options at this level to initially split out the requests, then each of these 'headings' can have multiple issues types underneath to further break out the products.

The best thing to do is set yourself up with a test project and experiment with the portal administration so that you can get a better feel for what you require from it.

Jack Brickey

If the customer base needs are all the same, I.e. they all need to open issue associated with all products then I would creat one project for JSD and use Components for the products. Conceptually it would look like this:

customer is presented a list of request types: bug, enhancement, question, etc
when they select the desired type they will get a create screen with the desired fields to complete
one of the fields Component is a drop down of Products
you creat queues for each product if that is desired so agents can focus on a specific product

All comments

Steve Thornhill_57zt4f

The best thing to do is set yourself up with a test project and experiment with the portal administration so that you can get a better feel for what you require from it.

Jack Brickey

customer is presented a list of request types: bug, enhancement, question, etc
when they select the desired type they will get a create screen with the desired fields to complete
one of the fields Component is a drop down of Products
you creat queues for each product if that is desired so agents can focus on a specific product

Mike_e6ysko

Thank you both Steve and Jack. I do not think I realized how flexible it was as far as adding new fields.

Pauline Monroy

Would this situation expose a customer to the ability to make a request for the wrong product?

Jack Brickey

my outlined assumption in the first sentence was that all customers report issues on all products. If a customer should not have access to a certain product then they should associated with an appropriate project.