can jira service desk have multiple customers

I run a managed service provider for infrastructure support, business process consulting, and development.  I need to know if JIRA service desk can work well for a help desk that has multiple external customers and tie to billing.  I can't seem to find something on point or who to ask.

1 answer

Hi Tim - this is a consulting question, so Atlassian generally expects you to engage an Atlassian Expert service partner (such as Blended Perspectives).

JSD can certainly work well for your environment as it can take incoming requests from prospective customers into a central service desk to help you manage them through a sales pipeline to the point of transitioning enquiries into a dedicated customer service desk.

Once landed as customers, you would start booking time against work done. For the billing side to work you would likely need some way to report on time periods to to convert work done to invoices. There are many ways to do that, including using Tempo.

And, you didn't ask, but provisioning Confluence alongside can help you deflect some of your customers simpler questions through matching it to a knowledge base of answers. This gets your customers stock answers they may be looking for whilst reducing the effort required to service them.

 

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

787 views 5 7
Read article

Atlassian User Groups

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!

Find my local user group

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

Groups near you