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?
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.
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..
The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs