Can JIRA be used as a helpdesk function to allow external users to submit and track tickets?

[Dilan Kerai]

As a provider of a service is it possible for our clients to be able to raise issues to us in JIRA, which we can then prioritise and resolve all whilst providing full visibility of the progress to the client in question? We would need them to contribute to the ticket in order to drive towards resolution. Longer term we would then like to use the analytics to understand the types of issues we are facing and how frequently per client.

[Dan Breyen · Accepted solution]

Hi @Dilan Kerai welcome to the community!  Jira Service Management is built for just that.  Customers have their own portal (Help Center) where they can create their own issues and then your staff are either Agents that can respond back and forth with the customer and work towards resolution of the issue.  Or your staff are Collaborators, where they are not interacting with the customer, but can see what's going on with the ticket as assist as needed.  

With the integration with Jira, if there is a customer ticket that requires developer attention, the customer ticket can be linked to your Developer's tasks.

Your agents can put internal comments in the ticket, or reply directly to the customers inquiry.

Here's a link to more information on JSM: Jira Service Management 

[Dilan Kerai]

Thanks @Dan Breyen

I imagine there are no access management issues to set this service up to allow for scalability? Also is there incident analytics to review performance?

[Dan Breyen]

With Atlassian's different tiers, I don't think Scalability would be an issue. It's in the cloud, so you have that to your benefit as well.  There are different reports built in out of the box.  You would need to make that determination yourself, or export your data and generate reports off of the exported data.