Using jira as helpdesk

[William]

Hi everyone!

I've been using JIRA as a helpdesk system and I'd like to know if I have setup the system properly. All my permission schemes, notification schemes and workflows schemes were configured per project/customer. Is that right. Is this the best way to do it?

[Jeff Curry · Accepted solution]

Here's the recommended approach:

https://confluence.atlassian.com/display/JIRAKB/HOWTO%3A+Secure+Projects+Between+Groups+and+Teams

EDIT - because each project having its own permission, notification, and workflow scheme is a pain in the...

[Pavel Zubov]

Hi, William!

If you are not sure about the configuration of JIRA Service Desk or you just don't need all its capabilities, you can try a more simple and quick-to-configure solution - Customer Case for JIRA Cloud: https://marketplace.atlassian.com/plugins/customer-case-for-jira/cloud/overview

It allows you to use JIRA Cloud both as a helpdesk and feedback platform and run simultaneous development on the same JIRA instance. This is quite convenient, as you needn't migrate issues between different platforms and you can quickly indicate the current progress on submitted issues and ideas.

You can configure your customer portal in an hour and get everything you need for successful feedback and ticket management (https://docs.stiltsoft.com/display/CustomerCase).

Best Regards.

[Timothy]

Take a look at this (https://confluence.atlassian.com/display/JIRAKB/Using+JIRA+for+Helpdesk+or+Support).

[William]

Hi Timothy!

I took a look at the link you've sent me and, unfortunately, it didn't help me too much. I've been using JIRA as a advanced helpdesk system, where customer can open its own issues and follow them through a private dashboard.

It means that each customer has its own permission scheme (to browse only your project) and its own notification scheme (to receive only messages from its project).

Because of this situation, I'd like to know if I am doing 'the right thing', you know, to setup JIRA in the way that I've mentioned above (schemes per project).

Thanks anyway.

[Timothy]

Well, that's the general information Atlassian provides.

What I would suggest is to use Project Roles. With that, you can define the users/groups of a role per project and use the same permission & notification scheme.