HelpDesk & Jira Access
HelpDesk access is based on a user group as well as Jira access. You can separate Jira users from customers or combine the access permissions as you'd like by including users in one or more different groups. The following are some popular app access scenarios.
Use Case 1: Customers should not access Jira, agents work in Jira and could be customers as well.
| Agents | Customers |
|---|
| Jira-access-related group |  |  |
| HelpDesk-access-related group | | |
Use Case 2: Both Agents and Customers are actually the same users who work in Jira. Everyone should be able to create a request. HelpDesk is required for more user-friendly requests creating.
- HelpDesk-access-related group = Jira-access-related group
Use Case 3: Both Agents and Customers work in Jira. Some of them are allowed to create requests, others should only work on requests.
- HelpDesk-access-related group = Jira-access-related group
- ability to create requests should be restricted by project permissions
Project Permissions
HelpDesk provides you the great flexibility of project permission setting for your customers. They might not only have the ability to create and comment issues but also edit and pass through the workflow (if set up). All those permissions can be provided and controlled through the standard Jira project roles and permission functionality for each project individually. Consider checking the existing projects and particular issues permissions before allowing your customers to log in to the Customer Area.
The issue visibility through HelpDesk is not only defined by the Projects visible via HelpDesk settings but also user-related and depends on the following permissions (not only of a particular user but the HelpDesk superuser as well):
Other permissions can be set up the same way.
Check the full list of supported issue actions within the customer area: Issue View & Actions in Customer Area
Read Step by Step with HelpDesk to set up permissions.