JIRA Service Desk: Multi-tenancy

Jira Service Desk Evaluator Resources

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Objective

Does JIRA Service Desk support multi-tenancy?

Environment

Server/Cloud

Procedure

While our products do not support the technical architecture of multi-tenancy, it is possible to support multiple clients through a single instance of our software. With a single license of JSD, you can create as many service desk projects/portals as you like. Each portal can be branded with logos, colors, and more. 

In order to restrict portal access, you can set your portal to 'Customers who are added to the project' can raise a request. That way, only people in the customer list for that specific portal will be able to access that service desk from the Help Center. Those not on the list cannot see it listed. 

You can add customers from the 'Users and Roles' section of a project when administering its settings. Click here to learn more about the various customer permissions.

You can also run this out of a single project and gather organizations by Request Type Groups, or a field for the agent (or the customer) to complete to associate the issue with a specific organization. As long as some identifying criteria exist on the ticket, you can query against it for reporting purposes, SLA's, queue building, and more. 

For example, you can make groups of request types, and name the group after a company to make it easy for members of that company to navigate to the proper place. Issue types can exist across multiple groups as well, so if you have several different companies who sends Bug Reports to your team, you will just need one Bug Report issue type that is present across all those company groups.

To manage multiple portals, you can gather issues on a Dashboard, and separate issues based on project, type, and priority. This gives you an overview of issues across multiple projects simultaneously, making it easier to plan, track, and allocate resources.

 

 

 

 

 

Last modified on Jul 5, 2017

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