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

JIRA for Software companies (dev. & Help desk)

I am about to embark in the management of my company using JIRA tools.

I have been using trello, Smartsheets,Axosoft , Todoist.Assembla and toodledo.
So I do have some experience with Agile/Kanban.
I have set up JIRA yet I am faced with some "organizational dilemma".
My setup is as follows :
we are 4Developers.
2 fully dedicated to developing
1-Developing + managing the company (tasks/prioirities)
1 Developing + help desk

We are now managing around 30 Customers and we also have our own project (a New software to be launched in 2019)
I got JIRA software + confluence +Service Desk +Tempo Planner.
My question is how to configure JIRA.
1-Do I create a project per customer ? and if yes how to aggregate them later on ?
2-How to link the Service Desk to my project (s) -
If I allow 1 customer to post on JIRA Desk shouldn't that ticket be also showing in the project ?
 

1 comment

Ajay Solutions Partner May 10, 2018

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.

 

https://confluence.atlassian.com/servicedesk025/how-jira-and-jira-service-desk-work-together-754977568.html

 

 

Comment

Log in or Sign up to comment
Community showcase
Published in Jira Software

[New] Jenkins for Jira Software Cloud and a way to connect your hosted apps

Jenkins is the leading open-source automation server used by startups and enterprise teams to build, test and deploy code to production.   We are excited to announce an official integration betw...

1,001 views 1 14
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