We like Jira Service Desk, but it doesn't have a few critical features that we want (namely, SSO/Okta integration for customers).
Because of this issue, we are exploring the idea of writing our own front-end to Jira Service Desk and integrating this new front-end with our existing private customer community site. The plan is that customers would log in to our community site to try to search for a solution, if they can't find one, they can "open a support request" within the same customer community site. They would never leave to go over to the JSD customer portal.
Thus, from the custom section of our community site, they could open a new support request. The form submission would be processed by code that we write, and then communicate with JSD via RESTAPI calls to create the issue in JSD.
As part of this custom front-end, we're thinking of having these capabilities:
Each of the above capabilities would utilize the JSD API.
Have other people done this before? What issues/problems did you run into?
Here's what I'm worried about:
Anyhow, any advice you have would be great.
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