Can multiple people at the same customer company have access to whole company pool of requests?

[Andrei Orekhov]

Hi all,

We are evaluating Jira as a possible replacement for our legacy integrated helpdesk/bug tracking/workflow system.

Our customers are large corporations and most of them have more than one person who submit and monitor requests to us. So it's crucial for us to be able to separately manage both customer companies and customer reps/users, link each rep to a company and allow some of the reps (not all!) to see/work with all requests from their company but see NO requests from other companies.

Is it possible with Jira Service Desk?

Best regards,

Andrei

[Alexey Matveev · Accepted solution]

Hello,

What do you mean by work with requests? They will be only filing requests (customers) and users from your company will be working with them(agents)? Customers can see the progress of their tickets on the portal and agents work in Jira. If so, you can group users in Organizations. Customers of the same organization can see all request from the organization but they can not see requests from other organizations. 

[Andrei Orekhov]

Hi Alexey,

Thanks for a fast reply.

By "work with requests" I meant seeing the progress of their requests and adding comments and/or attachments to their requests (via web interface or email) if the agent processing the request asks for details.

So basically, if I got you right, you call a customer company  an "organization" in Jira and an employee of the customer company a "customer/user"? Can work with that I guess..

[Alexey Matveev]

Yes, I guess Organizations will make the trick for you. You can read more here

https://confluence.atlassian.com/servicedeskcloud/blog/2016/09/group-customers-in-organizations

[Andrei Orekhov]

Thanks again - already found that document as soon as you cleared up the Jira terminology for me. Didn't see it before for some reason - must have been searching for wrong words)