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 all customers and organizations?

 

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

1 answer

Hi Venu,

that depends on how you're going to use it.

Separate service desks

  • If your customers have divergent SLAs.
  • If you have different service desk teams for each customer and you want to separate them.
  • Reports per customer
  • each service desk has its own mail address

One service desk

  • Overall reports
  • One mail address for all
  • setup only once

At our company, we have two service desks, one for all customers, and another for a special customer with a divergent support contract.

Cheers,

Kirstin

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