Hi guys. We are a digital agency, and I'm drawing a brand new flow to be tested, about request management from our customers and how we organize the work internally.

 

We have Jira Software + Jira Service Desk. Here the scheme I'd like to test:

Every customer (the company that pays us for some services) can ask us things (bug, change requests, general support) via the Service Desk portal or via an e-mail address.

So, every customer is a Jira project (Jira template: External desk support).

 

Then, there's another Jira project, dedicated to us: the agency, we are calling it agency project. Jira template: Kanban.

 

The idea behind is this workflow: customer's request -> request fulfillment by the customer (via mail or portal) -> the thing goes automatically in the backlog Kanban inside agency project. So there's a project for every customer (I need it because every customer needs a different e-mail to send requests), then there's a unique project for the agency to work on things.

 

Then, we have to work on the assignee, but for now I want to be able to send things from the customer projects TO the agency project - backlog.

 

How to achieve this!? Thank you guys.

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