How managing customers access to Portal

[a_bardini]

Our scenario:
Jira Service Desk Cloud
We've 5 Projects, 1 for each different Clients

Our clients can open ticket both from portal and email.
Each client can send us tickets from different email addresses.

Obviously each client can see tickets from Portal only for the project associated.

How can we configure Projects in order to permitt this?

[Jack Brickey · Accepted solution]

if you have a hard requirement that different clients send in issues via different emails (e.g. client1-helpdeska@..., client2-helpdesk@...) then you would setup different projects. However, if you can live w/ a single helpdesk email address (better IMO) then you can have a single project and use the Organization feature to contain the customers for each client, e.g. Client1: Fred, Sally, Ahmed, Client2: Juan, Jack, Deb.

either separate projects or the use of Organizations will allow you to restrict sharing of issues between clients.

[a_bardini]

Thanks Jack. For example i have:
Client 1 -> Project 1 -> mail address used to open ticket: support.client1@...
Client 2 -> Project 2 -> mail address used to open ticket: support.client2@...
Client 3 -> Project 3 -> mail address used to open ticket: support.client3@...

In the Client 1 company works 100 people and everyone have his email address that can be used to open ticket to us to support.client1@..., for example:
firstuser@client1.com -> send us ticket to support.client1@...
seconduser@client1.com -> send us ticket to support.client1@...
thirduser@client1.com -> send us ticket to support.client1@...
.....
hundreduser@client1.com -> send us ticket to support.client1@...

I want to give access to Portal to some of them, for example only to "firstuser@client1.com" and "thirduser@client1.com" and they need to see:
-ONLY tickets of Client1 project
-ALL tickets sent to Client1 project (also if created by another email address)

Is this possibile?

[Jack Brickey]

all of that is as it is designed w/ one exception, you can't restrict portal access to only some clients. if they are a customer then they will be able to access the portal. However, they will only be able to see the issues they have created or any issues that have been specifically shared w/ them by other users in the same organization/project.

For example, if you allow sharing of issues in a project or w/in an organization then the person that created the issue can share the issue w/ others in the project or organization if they desire. They cannot (nor would you want them to) share issues across organizations/projects.

Now in your case you want your clients to each have a dedicate helpdesk email so that means you will need to have dedicated projects for each client. This will work perfectly fine but I would encourage you to consider the following:

Have a single help desk email, e.g. support@... and then create unique Organizations for each client: client1, client2, client3. This saves a lot of time for your admins and agents. Agents can work w/in a single project to review all of the queues vs. having to jump from project to project. Now if you have dedicated agents for each client this isn't an issue.

[a_bardini]

Thank you very much Jack!
"you can't restrict portal access to only some clients" -> No problem, i can give access to all users, is not a problem.
"Have a single help desk email, e.g. support@... and then create unique Organizations for each client: client1, client2, client3" -> Sorry but I cannot follow this solution, i need different projects and different email address.

Now, how could I configure Service Desk in order to make this solution?

[Jack Brickey]

I’m unsure where you might be stuck. You simply need to create different projects and add the different emails to each project. Have you set up a JSD project yet? If so just repeat that process for the other projects. To ensure that clients can’t access other project except their own simply ensure those customers only are added to their project.

[a_bardini]

i already created the projects, but clients at this moment are able to see all projects.
You've to consider one thing:
I don't know the Clients email address than they can open tickets from "unknown" email address.
There is the possibility to create ticket to support.client1@ from "new" Client email address (that never opened before a ticket) and after that give the possibility to this new email address to see only one prject on the portal?