Information about Jira Service Desk - URGENT

[Daniele Baretto]

I would like to buy jira service desk to support my customers. I need this information:

 - By purchasing the license 5 agents can I create a customer tree in my Jira portal and let each customer see only his tickets?
 - Can I register a dedicated record / domain on which to send my clients to open the tickets, without using Jira's domain but mine?
 - Can I modify the front end forms according to the customer?
 - Can I save all my tickets locally and export them?
 - Can I automate the sending of SLa reports and customer tickets?
 - How many customers can I manage up to 5 users with the Jira license?
 - How many tickets can I manage with the Jira license up to 5 users?
 - Can I modify and define the SLa, the flows, the type of criticality of the ticket independently and diversifying them for each client?
 - Can I configure mail sending, for example, when a ticket is automatically closed directly to the customer?
 - Is it possible to configure for each customer more login access to open a ticket? A customer may have 3 users who can open the ticket
 - Can I customize the interface of Jira Service Desk with my corporate visual identity and for each customer insert their business logo?

Thank you very much

Daniele

[Nic Brough -Adaptavist- · Accepted solution]

• Yes, 5 agents will enable unlimted customers, locked down to their organisations or just own requests if you need it.
• No, you have to use Jira's domain
• Yes, if different customers use different portals
• Depends on what you mean by "export" - probably better to question why you think you want to export them
• No, SLAs are not things you "send".  Requests are fed back to customers
• Unlimited
• Yes
• Yes
• Yes
• To some extent, but there are apps that allow you to do more

[Daniele Baretto]

OK thanks

all you have indicated to me is valid for version 5 agents right?
We would be interested to have the software in cloud on one of our record dns and not on that of Jira, in your opinion is it feasible? We would like to integrate it on our own proprietary domain

[Daniele Baretto]

can I produce reports related to open, closed and Sla tickets? Can I export them and then send them to customers on a monthly basis?

[Nic Brough -Adaptavist-]

As I said, yes, all for 5 agents (doesn't actually matter - 1 agent to the max would work the same)

You cannot use your own dns for Cloud (yet), as I said.

Yes, you can do reports.  "Exporting" them is a right pain though if you want anything more than screen shots.