We're planning to use JSD internally and also for customer-facing support.
The main requirement is that customer's are siloed (i.e. on see anything from other customers).
The second is that each customer will have his own portal view and forms.
What would be the better practice: one JSD project per customer (and one for us internally) or put multiple customers in one project and use permissions to keep them separated.
A support Agent must have a overall view about all the tickets he is involved, independently which Project (Customer)
Service Desk has always kept customers isolated from each other. The basic setup is that any given customer cannot see other customer's requests. Very early on, the ability to add other individuals to a request so it can be shared with people was added. More recently, "organisations" were added (so you can put individual customers into organisations, and members of an organisation can see each other's requests)
So, your first requirement for customer separation is "off the shelf". For individuals, you don't need to do anything. For groups of customers, you'll want to group them together using organisations
A separate portal view and forms may force you into having a project per customer though.
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