Customer service desk permission

[Cansu Genc]

Hi,

Me and my teammates are at the service management desk. We have two separate customer service. they open a ticket for us. I want these tickets opened by one of the customer team not to be seen by the other customer team but to each other. how can i set this?

[Mark Segall]

Hi @Cansu Genc and welcome to the community!

If I understand correctly, you're trying to ensure that two separate teams can serve as agents to each other. If this is correct, I would do the following:

• Create two separate projects
  • Project 1
    • Add Team 1 to People with Service Desk Team role
    • Add Team 2 to Customers
  • Project 2
    • Add Team 2 to People with Service Desk Team role
    • Add Team 1 to Customers
• In the permission scheme for each projects (you can also use a shared permission scheme) make sure that browse projects is not granted to more than a select few groups/roles so that team members cannot see issues unless they are a customer in the portal.  Here's a sample:
  • Project Role (Administrators)
  • Project Role (atlassian-addons-project-access)
  • Project Role (Service Desk Team)
  • Service Project Customer - Portal Access
• If you want to allow all team members to view each others tickets when they are a customer, you can create an Organization. For example, create Team x organization and add all the members of Team x.  This would allow Team x team members to share requests with each other.