Service Desk Project for each customer

We are planning to setup service desk project for customers. The ticketing system fields are same for all customers.

What are the recommended approaches?

1. Create seperate Service Desk Project for each customer

2. Create one Service Desk Project and add customers and organizations

 

if we create seperate Service Desk Project for each customer can we create a template and duplicate it?

1 answer

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Hey Venu, 

I think it also depends on how your agents are organized. If all the agents can take car of all customers, then I don't see why you should create one project per customer. 

Even if all your agents cannot take care of all your customers, you can create queues based on the domain of the customer email (like one queue per customer) so your agents can pick in the queue they want. Nice video about creating queues or the documentation is here.

Nope you can't duplicate JIRA Service Desk project i just found this : https://jira.atlassian.com/browse/JSDSERVER-191 

I hope it helps!

 

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