I am about to embark in the management of my company using JIRA tools.
Hi Pierre,
You can link all the 3 Atlassian products .
so Confluence becomes the Knowledge base where customers can check for existing issues & solutions before raising a ticket.
For raising a ticket customer uses a ServiceDesk project which has a customer portal through which Agents ( your team) receives Requests.
Based on the Request , say if it involves new feature development you create a Jira Issue ( which is linked to a JIRA Project) . This all the 3 tools works seamlessly .
You need not create projects per customer instead use the Organization feature available in Jira ServiceDesk to group your customer requests.
There is lot of material available on the web for configuring Jira Software & Jira ServiceDesk like the one below.
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