Service Desk for an MSP

I am wondering if anyone is using Service Desk for thier MSP business?  If so, do you have one project for Help Desk ticketing etc or did you create a project for each client?


Not sure the best way to deploy.  Although I could see multiple depending on the level of support for the client.


For example a platinum, god and silver project depending on the client.


Any help or opinions are welcome.




1 answer

0 votes

I've seen it done several ways.  Broadly though, there's two basic approaches

  1. Set up the SLAs to include an indication of the service level any issue was on (there was some scripting to set it from the customer's details)
  2. Have different projects and service desks for each level



What do you see making the most sense? We have a ticketing system we are looking to possibly replace.  So is the easiest to just have one project for support and all tickets flow into that project?  And if so how do you make sure that clients cannot see each other?  Right now we have multiple clients and they cannot see each others issues etc.




I tend towards the first option myself, because it makes more sense (to me, I should point out.  I'm not a service desk manager, so I'm not highly qualified to comment).  Projects and Service Desks will tend to be organised along team lines, and will normally be supporting many different users, who will have different expectations.  So crafting the SLA queries to include the agreed levels makes a lot of sense.

I would tend to start with a look at what you're supporting, and have one service desk for each very generalised area.  For example, one company I know runs three service desks - one for the software they are developing, one for their HR team interactions and a third for their internal building services.  The three teams all need totally different request types and rules.  The software service desk feeds into many projects, but the HR and Building ones are a lot more simple in terms of organisations.

By default, JIRA Service Desk isolates your customers from each other.  You can group them into organisations (so you could set up my lot as Adaptavist, and I would be able to see stuff other Adaptavists have raised, but see nothing that any of your other clients are doing!).  And there's flexibilty on drawing other people into requests.

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