Can I configure service desks for multiple projects and multiple clients

[Marc Wilding]

My company is looking for a software service management customer support product. We use Jira on the development side, but want a solution where our customers can report any issues they have with the software via a service management portal.

We have 3 major projects. Each of those projects is used by 3+ major clients. Each number may grow. We would like to be able to do the following:-

Customise the portal for each product. Preferably each product and customer.

A customer will only be able to see the portal for the products they own, preferably with their company logo on it so it looks like it is their portal for their product.

That ticket would be entered into our Service desk software, to the correct project.

From our side we can see all customers issues within that project

Customer can only see issues they have raised themselves

Customer also to be able to see all tickets raised by their company for their product. There cannot be any crossover with companies.

A customer may use multiple of our products. would they still be able to see issues raised ONLY by their company

It is essential we can ring fence in this way.

Can Jira service desk do all of the above?

[Michael Hodgson]

Hi Marc,

Thanks for the detailed question.

All of the above is doable yes. For example, I currently run around 10 different service desk projects, some that certain clients only see the one service desk, other clients may be members of two or three different service desks depending what we support for them.

You would have to essentially create 3 individual Jira service management projects - one for each of the service desks/products that you use. Each project can have varied "request types" or the same, if you need them - such as report a bug/suggest a feature/general queries-issues etc (all can be custom)

As part of this, you can then add certain customers to the relevant service desk, by organisation ideally, and adding the individual users to this organisation. If this "organisation" also used another service desk, or needs to, you can add them as a customer to the other service desk - allowing them to see/access/raise tickets in both. If set correctly, the organisation allows the users within it to only see their own tickets and others in that organisation - anything outside of this they cannot see (i.e. another unrelated customer raising a ticket)

For reference on customising the portal, you can customise to an extent and only allow certain users access to certain portals, but please note this isn't "endless" customisation, it's all within the limits of what Jira offers, but this is reasonable and works for me.

In regards to you seeing these projects/service desks - each can have individual queues if you only need to look at one desk at a time - or the use of filters can be used to collate/view information from any number of projects/desks you have.

I hope this helps. Let me know if you have any questions on the above.

[Paul Chmrd]

Hi Michael,

I'm trying to set up exactly what you are describing and I'm encountering a few issues. I created two different Jira service management projects with two different portals. The tricky part is when I add a customer to one of the projects, the customer is automatically added to the other and I can't figure out how to configure Jira so this doesn't happen. I also can't seem to close the account of the user who has access to both projects when he isn't supposed to.

Any tips on where to look for these configuration options would be appreciated.

Thanks

[Michael Hodgson]

Hi Paul,

In regards to your "customers" are they unlicensed users you've added to a service desk project? or are they licensed users/agents?

I'm not sure about your actual settings set up but one thing I would check, is that under your Jira service management projects - if you go to Project Settings > Customer permissions - there should be a section that says Service project access

Here you can select one of two options:

"Anyone allowed on the customer access settings" or "Customers added to this service project only by agents and admins"

I am assuming, that in your case you have the anyone allowed setting by default, so if you select Customers added to this service project only by agents and admins this should restrict the client access to the specific service desk only. You may want to check both service desk projects for this.

[Paul Chmrd]

Hi Michael,

Thats exactly what I was missing, it's now working exactly as expected. Thank you !