How to design a help desk in country with a cluster of business units

[Patricia Campos]

Hi Everyone!

We are deploying Jira Service Desk for a number of business units we have across the world. We understand that we may need to setup an independent Jira Service Desk instance for each of them so they can each control their processes and language.

However, we have a case where we have a cluster of 5 to 10 business units in one country, and we'd like to understand how to best setup our helpdesk(s) - giving each one their own helpdesk or setting up a centralized helpdesk for the country. Some of the things we have to consider are the following:

1) some of the business units have their own support team supporting local users
2) selected application(s) raised by the end users would directly be addressed by our centralized support team
3) there may be some issues / tickets that need to remain confidential within a business unit

Thank you in advance!

-Pat