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Can we have two separate Service desks , one for External Customers and second for Internal function

Hi There,

 

I have JIRA Service Desk in the Organization from last one year. Initially it was planned to run as Service Desk only for our External customers and we are using a customized service desk for the same.

 

Now If I want to integrate the Service Desk across our Internal Functions like HR , IT , Facility etc, can I use another Service Desk Portal without using the one which exposed to external customers in the same instance?

 

1 answer

2 votes
Jack Community Leader Sep 21, 2020

Sure. You can simply have separate projects - internal and external or if you really wanted or had a need you could have two separate installations. Access to projects in JSD is managed on a project by project basis so whether it is internal or external is really simply defined by the users email and which project(s) that email resides.

Hi Jack, sorry I confused you with my requirement.

 

My requirement is little different. What I am asking there is a Customer Portal where people can raise ticket and I wanted there two channels one to expose only for Internal functions and another different view / presentation at customer side to raise their tickets.

So in same JIRA instance keeping two different GUI (for external and internal) to raise tickets.

I am aware about two different projects and it's following as you explained. 

Jack Community Leader Sep 23, 2020

Not following. Do you want a single project to handle both internal and external customers but present them as independent portals? If so that is not possible, you would need two projects.

 

Hi Jack, I have attached a screenshot here. If you see, two blocks are giving two different UI's , one for External Customer and another only for Inside organization only with few Functional service desks (Sales, HR , Finance etc)

So, when Internal users login, it will be a new page and presentation which is different from External customers view.

Thanks for your reply, and let me know if I could clarify you here 

Jack Community Leader Sep 23, 2020

As drawn I would suggest two options:

  1. Use two different cloud instances altogether so that you can brand them independently and have two full Help Centers each w/ their own set of projects
  2. Consider a completely different portal option. You could write your own and reference the APIs or you might consider an addon like Refined for Jira. I played w/ this for a bit but didn't move to production ultimately.

Thanks Jack for the input. 

I got your point. Let me work on the second option. Can I know what was your requirement to choose second option?

 

Thanks a lot for your answers.

Jack Community Leader Sep 23, 2020

i basically wanted to have unique branded portals which worked. however, I wasn't a fan of the sign on process. it wasn't as seamless as I would have liked. But I know a number of folks use the solution effectively.

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