Service Desk for Groups
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Problem to solve
I have multiple customers that often each have multiple projects open. For Service Desk to work well for me - I would ideally like to be able to give each customer a single email address to send issues in for ANY of their projects. My team can qualify the issue and assign it to a project without issue - but I need to be able to accept issues.
Intended users
All of the personas are valid with use cases representing each of their personas. This is also for the End-User.
User experience goal
To give end-users a single email address they can use to get help or report an issue on their project(s), and not have to know an obscure email address for each project.
Proposal
I am proposing that Service Desk is added at the Group level, in addition to the Project level. That way Issues can be added to the Group (already have Group Issue Boards). Engineers or Support staff can classify these issues and assign them to the projects.