Hi @Rob St-Germain ,
I personally think you have a good case for a Service Desk model because of the integration with the knowledge base. That said, the other thing to look into is cost, as adding a Service Desk to your Jira will add the cost of licenses. In the past I tried to "avoid" it and rely on Jira alone and in my analysis I found that the Service Desk gives you good value if your requirements include integration with a knowledge base (Confluence), SLA management, an easy way to create tickets via email channel and/or a nice interface where requests are presented in easy to customize queues. You can also set visibility in a way that some comments are only available to service desk agents (your team managing the service desk) and others are visible to everyone. This was also a nice feature.
In your example, you can create a Confluence space as your knowledge base linked to Service Desk and create articles for things like Cyberkar Return Merchandise Authorization (RMA) process. When developers use the portal you can customize it as you need. Your customers will be able to see the tickets that they create but not the ones that other customers report (I don't know if this is an issue).
Let me know if you need more details, I'll be happy to help if I can.
Carlos
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