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New to Jira and Service Desk. I've been looking for the best way to handle our setup. It's kind of been answered, but I thought I would put this in context with how we use it and see what people's thoughts were.
We are coming from Zendesk where we have different queues. Support, Sales, Development/QA, and Internal IT. We even have 3 different email addresses. Support@companyname.com, Sales@companyname.com, and IT@companyname.com
When a ticket comes into Support and a change is needed in our products, it is turned over to Development/QA to be worked. Dev & QA don't reply to customers, they work directly with our support team. If that same customer has an issue with their payments, etc, we can assign that to Sales queue and get one of our Sales reps to reply.
We also have an IT queue that is entirely internal and for our employees to enter tickets.
Do I need to create a separate project for each queue? If I have a separate for Sales vs. Support, wouldn't that affect the customer portal?
Would it be good to keep customer-facing in one project and the Internal IT as a separate project (seeing that they have a separate project template for it?)
How are queues handled in Jira Service Desk?