Help desk usage

[Dennis_H]

We are looking to possibly replace an in house help desk system we have. It would be mostly internal. As we have it working now we have each client in the system and we can look up calls entered for each client (so basically it's client-centric). Can Help Desk be configured to function in the same way? The idea being is a support rep looks up a client (or store in our case), sees the history of calls and can enter a new call?

From what I've seen in the brief time I've looked at it, it requires an email be sent to a client to register them in the system, and I couldn't find how to look up clients and see a list of issues (if possible) a particular client has called about.

[Keri]

Hey @Dennis_H! 

Welcome to the Atlassian Community!

Using Jira Service Desk, your Agents can add new customers into Jira and can also raise requests on their behalf. 

You can turn off the welcome emails if you wish so that the customers don't receive them too, under Customer Notifications: https://confluence.atlassian.com/servicedeskserver/managing-service-desk-notifications-939926348.html 

The Customers page in a Jira Service Desk project contains a list of customer names and lists the number of open and closed issues. Clicking on these will bring up the details of them. If you want to group this by organization instead of individuals this information will also be present here.

Jira dashboards or Service Desk queues could also be created to keep track of individuals, if this is something you’d want in addition.

Hope this answers all of your questions! 

Cheers,

Keri