How to start with projects (1 project or many)

[Daan Gönning]

Hi,

Just a simple question to start with. We are migrating from Zendesk to Service Desk. Do I understand correctly that we need to make 1 project per customer in the Service Desk environment? So for every customer we service, we create a Service Desk project with corresponding template.

Or, is it 1 project on company level, where al of our customers can report issue's? 

[Nic Brough -Adaptavist- · Accepted solution]

It depends on how you want to work. 

You could do one project (portal) per customer, but that means your support agents will be jumping around all over different projects unless you really do have one team of people per customer organisation.  That can be appropriate, and if you want to have a really solid segregation of calls between customers, you do have to do it.

Mostly though, people create one project per class of incoming request.  A simple example is one of our own clients - they are a service company which write a lot of software related to their services.  They have three helpdesk projects - one for their service clients, a second for internal IT support and a third for building support around their offices.   Essentially there are three different teams behind each class of request.

[Jack Brickey · Accepted solution]

This depend on your needs and preferences. You can create a single project and use Organizations to group your customers to ensure issues are not shared across your clients. Generally this is the way to go if the services you are providing your clients are the same. Your request types will be the same for each client. 

[Daan Gönning]

Thanks both! That helps.