One Product several sub-products hundreds of customers setup

Hi everyone,

maybe you can give me some advice how we should setup JIRA Software with JIRA Service-Desk.

As the topic says we have the following setup:

  1. one main software product with several dependent smaller products
  2. currently around 400 different customers

the customer should be able to create requests for features/issues/urgent stuff (like it is already possible with JIRA Service Desk).

We have a support team only handling those requests, they try to solve them, if not possible those requests should be assigned to one of our developers.
It could be some deeper support or some bugfixes todo.

How would you recommend setting up the complete JIRA software?
We are familiar with agile software development.


  • one scrum project to cover our "main software product"
  • for the dependent "sub" products own scrum projects with some kind of relations? Or better some "components" setup ("core", "sub product A", "sub product B" etc.)
  • for each customer (400) a Service Desk project? Or only one JSD ?
  • how to "relate" a JSD request from a customer to a "sub software product" if there is a some "developing" to do (bugfix/enhancement etc.)? This can happen often if the support team needs help from our developers and then they realize there is some "more work" todo.

Thank you for your advises

1 answer

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I forgot to add:

  • the customers can request some additional customer specific requests, which have to be developed (feature requests), so this would then be organized by the project management "when a developer has time" to do this task (maybe with some subtasks)
    • in JIRA would this be still a Service-Desk task/request?
    • Which is the best practise if for example customerA has a request which will be splitted into 4 new customized tasks with some sub tasks and customerB has some other requests likewise

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