Hi everyone,

We are using Zendesk at the time as a helpdesk tool, but would like to change for JIRA service desk as we are already heavilly using JIRA for management and love it.

Current service desk architecture is overly complex to me as it requires one instance to be created per project.  Managing 100+ clients, this sounds unusable and unmaintainable to me as we would need to make 100 modification everytime we would like to add a request type globally or change something as trivial as our logo.

Plus, this makes almost impossible to have a quick overview of SLA objectives and Queues status.

I would suggest having only one service desk in which we could add every customer specific SLA.  Customers would have to be linked to some kind of group so we could filter issues from every companies for reporting

Or maybe am I missing something?  Current implementation is a blocker for us as it does add considerable complexity and fails to get better reporting and better performance from our agents.

I really love JIRA and Butbucket and been using them for years and hope to see service desk development reach maturity soon.

Regards.