It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Knowledge Base Per Client

Liam O'Neill Aug 11, 2017


I am evaluating moving our Support Desk from Zendesk to JIRA Service Desk. We are a managed IT services company who support a number of companies. Currently we have the following setup:

- When a customer logs into our Zendesk Portal they see a queue of their own tickets they have created.

- They can also see all of the tickets that have been made by other users in the customer's organisation.

- They have access to a knowledge base that is specific to that customers organisation only. They cannot see other organisations knowledge bases.

- From our side, they is a queue of tickets that come in. We have a number of agents who pick up the tickets, regardless of the submitter's organisation. We do not have agents assigned specifically to certain customer's organisation.

Can you tell me can each of the above items be possible in using Service Desk and Confluence for knowledge bases? We currently use JIRA internally for Software Development and Project Management and would very much like to consolidate but I need to be sure that I can still run a common Service Desk for multiple client organisations that has segragated data from the customer's point of view.  

1 answer

0 votes
Walter Buggenhout [ACA IT] Community Leader Aug 12, 2017

Hi @Liam O'Neill,

All of this is indeed possible using JIRA Service Desk (JSD). The only thing that will need some consideration would be the KB per client.

Depending on the nature of your services, I assume part of your KB articles are relevant to all of your customers while another part is specific. Through permissions it should be perfectly possible to both avoid unnecessary duplication of KB articles and specific access for your customers.

There's a few different ways as to how you could set things up, so I would suggest you talk to a Solutions Partner to help you look at the best match with your requirements. Partners can also help you with the data migration if that might be part of the move too.

Suggest an answer

Log in or Sign up to answer
This widget could not be displayed.
This widget could not be displayed.
Community showcase
Published in Jira Service Desk

4 changes to queues and issues you don’t want to miss

Hello Atlassian Community! I'm Tania, a Senior Product Marketing Manager for Jira Service Desk Cloud! I'm excited to announce some exciting improvements coming up for those who work with queues and...

857 views 9 14
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you