Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

What works best, single or multiple service desk projects

Hi, 

We are already working with JIRA over 15 years for development and customer support. 

For customer support we always used JIRA software and are considering moving over to Service desk.

Currently struggling with the translation between our current setup and a new setup suitable for Service Desk. 

As software company we develop 5 different products, each products does have its own JIRA support project, development project and confluence space. 

When creating multiple JIRA service desk projects, it does not really seem to work in the Portal. 
Is there a way to change the portal in such a way that a customer could pick a product before moving forward with actually typing a question pointing to the confluence space of the matching product and the question will end up in the correct project?  

2 answers

1 accepted

0 votes
Answer accepted
Brant Schroeder Community Leader Oct 24, 2020

Laura,

  I would suggest creating a service desk for each product and have the users select the service desk at the Help Center level.  You can then associate the products confluence space with each products service desk.  Then when they search the confluence space for documentation it would be linked to the correct product.  If they searched at the help center level it would search all knowledge bases but would also let them know which service desk it was associated with. We do something similar for the products we support.  We also only allow certain confluence articles to be public through the portal and others are available to the agents who support the users.  We also have some that are for internal use only and those reside in a different space altogether.  Let me know if you have additional questions.

Thanks Brant,

Next question then would be how to make all these 5 projects visible and make it clear to the user to enter one of these projects first prior to start typing their question so the correct project is been selected? 

 

Laura 

Brant Schroeder Community Leader Oct 26, 2020

The only thing I can think to do at the Help Center level is to add an announcement banner that tells them to select their product for the best support.  If they don't then it will still search everything and it will be important to properly label your knowledge base articles and your request types so they can easily see which ones relate to them.  

In order to make them visible you will just need to make a change to the project settings for each service desk.  Just go to Project Settings > Customer Permissions.  Here you can change the access to Anyone can send a request via the portal or ....... This will allow individuals who access the Help Center to see the service desk.

0 votes

Hi @Laura Snoeij - I have moved this to the Jira Service Desk area so it will be seen by more people who may be able to help.

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

209 views 1 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you