What is the recommended approach for creating one portal that would be able to route tickets into different product support teams' queues but allow agents to obtain easy access to each others queues when needed? There is only very infrequently cross-over of ticket handling. Would you create one queue and then create separate components for each product and filter on component when creating a queue or would you create separate service desk projects per product? Also, is it possible to create an employee (internal customer) portal and customer portal that both go to the same place?
I would create separate issue types for each product, all within the same project. Then build each queue to look at each issue type. You could also use JIRA core to create different support email addresses that create issues with the different issue types. Reporting and controlling different workflows are also much easier when you use issue type for this scenario.
You only have the option for one customer portal unfortunately.
Thanks @Jeff Tillett. Could you elaborate a little on your comment regarding email addresses? In our current help desk solution, we do have several email addresses to create tickets in different categories. If I'm understanding right, we wouldn't really be able to do this directly in service desk?
This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.Read more
Hey Atlassian Community! Today we are launching a bunch of customer stories about the amazing work teams, like Dropbox and Twilio, are doing with Jira. You can check out the stories here. The thi...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs