Best Service Desk options for small IT Support Company

Question

Hi there, we're a small but growing IT Support company looking to start using a Service Desk with ticketing / customer portal options.

Is is possible to service all our existing customers via one single project, or would it be better to create separate projects for each of our core client?

We use a single email address via which our customers contact us for support and would need to keep this address even if creating separate projects for each.

We're currently trialing the Cloud option but will likely choose to self host on a VM in our office as unless mistaken will work out cheaper and offers more options.

Any input greatly appreciated.

Thanks.

Irina_Bel_Stiltsoft_ · Answer

Hi @Johan Lotter ,

Your case can be addressed with the Customer Case for Jira app. You can create forums for your existing Jira projects other than JSM. All the tickets in these forums will be automatically visible on the relevant forum. A forum can be public (visible to everybody), private (restricted for specific email addresses or domains, for example, for your internal needs), or you can set it up as a support service just as JSM(private communication with a support assistant). All the requests created on the forum automatically get to this Jira project.

As I see your case, you need to create one support forum, add your company's email to it, and collect tickets over one project.

Johan Lotter · Answer

Thanks Mary, please clarify for us what is meant by 'agent license and a jira user license'? Our understanding is self hosted is $10 once off for up to 10 users, while cloud hosted is $10 per month for unlimited users.

Mary Ramirez_0um4if · Answer

Hi @Johan Lotter,

On service desk, every person on your team will need an agent license and a jira user license. Customers in the service desk are free and do not require a license.