I'am in the middle of organizational changes in my company. Creating processes, changing tools etc. We have three core groups: developers (including testers and project managers), support and sales team. We choose to switch to Atlassian products.
At a first we decided to change organization in our support team thus we bought Jira Service Desk and created simplified ITSM processes (Issue Management, Service Request Management, Change Management and Problem Management).
I'am wondering about your experience, opinion and lessons learned about Jira Service Desk organization.
I'am thinking about two solutions:
For now I can see following pros and cons for both:
One project for internal and external customers.
Two projects. First for internal and second for external customers.
Which is better solution and why? Maybe some of you have tried both ways and can share the knowledge. I don't want to invent a wheel once again ;)
In the future we want to have Jira Software and Jira Core for other teams. For support team we are thinking about Statuspage (is there a way to separate internal and external issues?). Maybe integration with other Atlassian product (Bitbucket, Hipchat etc).
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