Is a "service desk" / are guest/external users planned?

Hello,

Is there something like a service desk with external users planned?

Means:

  • Ticket based e-mail communication with external users
  • Give externals users access to create/view own tickets, without the need of a full license?
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Hello Adrian,

We don't have such plans at the moment.

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Okay,

Will it then be possible to use different licencing for different users?

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Yeah this use case would be useful to have covered.

 

Example usage would be developers (inside company) and the client that ordered the project (outside company) sharing the same issue tracker.

 

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Hi Adrian,

Sorry, my fault, we have external helpdesk on the priority pool. I've created a corresponding request, so you can watch and/or upvote it https://youtrack.jetbrains.com/issue/SPA-5926

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Thanks, looks like an internal ticket only.

 

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You have to log into YouTrack to see it.

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As for the license - different licences for different groups of people inside one organization won't be possible.

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I am. But no problem. I'm just looking forward and hope to get an invitation for the EAP ;)

 

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Please try one more time, we have adjusted permissions.

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Thank you, working now.

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Not to be that guy but why would they have something that isn't even remotely something part of the core idea. This isn't a PSA. Just saying.....

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Jwilson

If you already have a ticket system you want to cover the support service with it as well, so you don't need an additional system. (i.e. JIRA, Gitlab, ... all have a "service desk"). Just that simple...

 

 

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Adrian

I guess I'm looking at Space not as a customer facing platform. "For internal use only"....As that seems to be what Space is targeted as. I understand what he wants just think it's outside the scope of what Space is meant to be ;) Customer facing should always be on whatever his CRM/PSA system is. 

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I agree with the pro-helpdesk votes above. Allowing our external customers and users to come into the platform and log tickets, vote for features etc., would be a great way to help my organisation centralise on Space rather than have a disparate set of somewhat-related applications with tenuous integrations.

I'd go a little farther with respect to JWilson's query re core and I do think that this is core - as product developers / software developers we want to link the end-customers' issues and suggestions directly to our backlog, roadmap etc. 

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