Trying to link Service Desk users to a Customer Name

Hi,

 

We are a services group and we are trying to implement Service Desk to replace Team Support. However, our biggest challenge, for reporting and metrics reasons, is to assign a user to a specific customer. 

We have around 100+ customers and we would like to have all support tickets to come to a single Service desk instance.

 

Any clue on how to achieve this without having to create 100+ Service Desk projects? 

 

Thanks

1 answer

Common problem and no clean solution that I know of.

The way we implemented it was to add a Customer field which would be completed by the agent when the ticket is first assigned.

We can then use that field in reporting.

We found EazyBI to be a good reporting solution.

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

2,755 views 11 18
Join discussion

Atlassian User Groups

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!

Find my local user group

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

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot