Utilizing Ques in Jira Service Held Center

[Nora Bylsma]

Our company is quite small and we would like to use the help center for specific customers who might have project requests or modifications. Is it possible to setup ques for our different customers so the requests get sorted out?

[Gezim Shehu [Communardo]]

Hi Nora,

I'm not fully understanding the question.

However, ofc you can use specific Service Desk queues to sort requests. But for agents not customers.

Customers can have different portals, requests types (divided in groups, maybe this helps you) and the Help Center overview.

When you talk about the help center are you talking about Service Desk in general , or the specific "Help Center" which is an overview of all the portals?

Br

[Nora Bylsma]

Hi Gezim, 

Your response actually did help me. It makes sense that the queues would only be for agents and not for customers. 

I did mean the Service Desk in general and not the Help Center. 

On top of that question I understand that the basic plan covers 3 agents and over that the price point changes. When it says agents does that refer to how a person can be listed as "service desk team" within a project?

[Gezim Shehu [Communardo]]

Agents

users who can actually "interact" within the Service Desk project with it's specific functionalities.

If you have also JIRA Software, you could get some usage as it's still accessible by JIRA Software users, but very basically (view, comment INTERNALLY only - meaning that these comments will not be available to customer portal view).

So queues, would only be used by 3 users in your case.

Customers

are always unlimited and can only access the portal. Transitions are possible, attachments, comments etc.

[Nora Bylsma]

Wonderful! Thank you so much for the clarification!