Being able to see stuff like VERSION NUMBER or SETTINGS that the particular organization is using is essential.... Then you will not have to jump between JIRA, notes, other systems, etc.

We have the same issue here - global company with many products and many Service Desks - therefore many projects to manage differing SLAs and reporting requirements.
We want to be able to see multiple tickets either by product, by client or by region/timezone. We are using Cloud, so would Atlas CRM for Jira give us this flexibility or is it just by client?
Any suggestions would be greatly appreciated.

We require to track issues on a per company basis. Both current or active tickets and closed tickets. Most of the companies sending in tickets have multiple users as well.

As a work around we are using confluence, Jira filters and a custom Company field to do the same thing, it is just a lot of work./

we need to see notes about each customer, so a notes field for each profile would be good, thanks

Hi, this is one the main blockers to us moving to using Jira Service desk. We service a number of customers and in some cases they share information via bug reports that should not be shared with other customers. Also, they want a single view of the current bugs they have raised as a customer and not all bugs raised.
Having Jira service desk would allow us to optimise our workflow around getting R&D support on tickets when at the moment we use another supplier for our help desk and have to double-key tickets that need R&D input into Jira. Weve come across this issue in our evaluation and are really dissapointed to see that this has been in the backlog for a while as it probably means we'll have to wait quite a while before we can move our full bug tracking, traige and development processes onto the atlassian stack.

Our management postponed the Jira and SD deployment because of this. We are currently use eJournal. There, it is possible to have multiple external collaborators per issue. When posting an external message, I can choose, which external collaborators will get it. This feature is very useful, our support cannot live without it. External collaborators are often from a different company, like ISP contact or a consultant.

There is a work around to give access to colleagues described in this thread https://answers.atlassian.com/questions/201252/issue-security-based-on-reporter-domain.

HIH!

We're especially interested in the part where a customer can see all the issues of his colleagues (and only those).
Currently this would only be possible to create a Security Level for every company.

Another use case is when there are 2 support sequesters from the same company heavily involved. One starts the request, but the other one should closely watch, get email notifications, comment etc. We need a way to handle this. Now I can add the second one as a watcher, but this still does not make the support task appear in his/her customer portal.

Can you add a workaround for this as well as part of this task?
Or should I create a new task for this?

Yes this would be very useful. We work with several companies and each of these companies might have different SLA's, KB entries...

In addition to that it's important and helpful for users to be able to view and search within issues raised by their colleagues within the company. During the creation process of a new ticket the users should get suggestions of related company issues in addition to the general knowledgebase suggestions. It's important here to be able to assign/grant a user or user group access to company tickets.

Another future in relation to this is, the ability to create something like a "Company Knowledgebase" and grant the users/employees of this company access to this additional KB. This company KB should also be used as search source during the ticket creation.

This company KB feature is somehow relation to a different issue regarding the combination of multiple projects within one service desk / customer portal.