CSM - Internal and external support, same Service desk

[Kasper XYZ]

Hi community

I know this has been brought up before, but I can't seem to find a definitive answer. I know that CSM was originally build for supporting external customers. 

Our Service desk is handling enquiries from both internal and external customers. The internal users use the same services (products) as the external customers and the support process is the same.

The Service desk finds the idea of working with cases for both internal and external support attractive. I know that we have the self contributor role that allows and snc_internal to go to the csm portal and create a case. Is this role intended for this scenario, where we want to handle internal and external in the same way?

What are the drawbacks of doing this? Is it supported?

If we do not go in that direction, what would be the best approach in order to make the Service desk working within the same ui, handling both internal and external support requests without too much navigating around?

What are your thoughts?

Best regards

[Peter Bodelier]

Hi @Kasper XYZ,

I've used this construction before, and didn't have any issues with it. I don't recall needing the self_contributor role at all.

[laylaaitlaaraj]

Hi @Kasper XYZ 

I know it's an old thread, but I'm curious to know what model you used and if it went well?

I'm having exactly the same situation, I'm not excited about using CSM for internal users but my client is so interested about that as they have the same product portfolio and same support process for both internal and external users

Thanks

@Peter Bodelier