EGP already has four service_desk projects on the Atlassian Cloud tenant (EGPSUP, SUP, EGPSD, EQX) plus the Customer Success and SWAT Confluence spaces, but no public customer-facing Support Center is live and Support.EnRouteGrowthPlatform.io is unpointed. The recommended path consolidates onto a single canonical JSM project (EGPSUP, "EGP Support") with a themed out-of-box portal exposed at Support.EnRouteGrowthPlatform.io via Atlassian custom domain plus Cloudflare DNS, layered with the EGP knowledge base from Confluence (EGPCSDEFCON for paying customers, EKB for public-facing). Estimated 7 to 10 working days to go live end-to-end assuming JSM Standard license is on the tenant, no green-field rebuild required, and infra DNS access is granted on day 1.
Inventory pulled live from Atlassian MCP on 2026-05-18.
| Key | Name | Type | State |
|---|---|---|---|
| EGPSUP (id 10686) | EGP Support | service_desk | Live, 3 tickets (Adorn Spa DNS change 2026-03-18 to 03-20). Has Change issue type live. CANONICAL |
| SUP (id 10287) | Support | service_desk | Legacy catch-all, archive candidate |
| EGPSD (id 10653) | EGP Service Desk | service_desk | Duplicate, has Customer Support category (port to EGPSUP) |
| EQX (id 10553) | EGP Jira Service Management Alpha Launch | software (despite name) | 165+ alpha QA tickets from Jan 2026, rename to "EGP Internal QA" |
EnRouteGrowthPlatform.io is registered and operated on Cloudflare. support subdomain is currently unpointed (no CNAME).
| Project | Verdict | Rationale |
|---|---|---|
| EGPSUP | KEEP, canonical | Already service_desk, already has Change + approval workflow, already has live tickets, name aligns with brand. |
| EGPSD | Archive after migrating | Duplicate of EGPSUP. Port "Customer Support" category to EGPSUP. |
| SUP | Archive | Generic 2-char key, predates EGP namespace. |
| EQX | Rename "EGP Internal QA" | Software project type, keep for Aisha's web QA work, do not expose to customers. |
https://egp-team.atlassian.net/jira/servicedesk/projects/EGPSUPhttps://egp-team.atlassian.net/servicedesk/customer/portal/EGPSUP (interim) then https://Support.EnRouteGrowthPlatform.io after T-18.| Request type | Queue | Default assignee | SLA |
|---|---|---|---|
| Report a bug or outage | Tier 1 Incident | Aisha | 1 hr response, 8 hr resolve |
| Ask a billing question | Billing | Leda | 4 hr response, 2 biz day resolve |
| Request a domain or DNS change | Change | Surafel (once licensed) | 1 biz day response, 5 biz day resolve |
| Request a new feature | Product Intake | Marc | 5 biz day response, triage only |
| Get help using EGP | Tier 1 General | Aisha | 4 hr response, 1 biz day resolve |
| Onboard a new customer site | Onboarding | Surafel | 1 biz day response, 10 biz day resolve |
| Submit a security or compliance concern | Security (private) | Marc | 30 min response, 4 hr triage |
Q1 Unassigned · Q2 Tier 1 Incidents · Q3 Billing · Q4 Change · Q5 Product Intake · Q6 Security (restricted) · Q7 Awaiting Customer · Q8 Resolved last 30 days.
SLAs per 4.4. Calendar 24x7 for Incident + Security, biz hours ET for others. Customers portal-only with Organizations isolation; Agents (Marc, Aisha, Leda, Surafel) full project access; Security queue restricted to Marc only.
Support.EnRouteGrowthPlatform.io.cdn-domain-XXXX.cdn.atlassian.com) and a TXT verification record.support → Atlassian target, plus TXT if requested.https://Support.EnRouteGrowthPlatform.io.Phase 1: Out-of-box Atlassian Help Center with EGP palette (logo, primary #0B5394, banner, request-type icons). Phase 2 (post-launch, week 4+): Evaluate custom CF-Pages front-end (Path B) only if Marc decides the OOB UI feels too Atlassian-branded.
Customers: no SSO, email + magic link (Atlassian default). Agents: Atlassian SSO via @enroute.global Google Workspace. Do not put Cloudflare Access in front of the portal, it would block customers.
| # | Task | Owner | Effort | Deps | Definition of Done |
|---|---|---|---|---|---|
| T-01 | Audit JSM license tier | Vesta | 30 min | Admin access | Tier captured |
| T-02 | Marc ratify consolidation plan | Marc | 15 min | This doc | Marc signs off |
| T-03 | License Surafel as Agent | Marc + Vesta | 15 min | T-02 | Surafel sees queues |
| T-04 | Migrate tickets out of SUP + EGPSD | Aisha | 2 hr | T-02 | Source projects empty |
| T-05 | Archive SUP + EGPSD | Vesta | 10 min | T-04 | Archived |
| T-06 | Rename EQX to "EGP Internal QA", restrict | Vesta | 30 min | T-02 | Customers cannot reach |
| T-07 | Configure 5 issue types | Vesta + Aisha | 2 hr | T-03 | All 5 live |
| T-08 | Configure 7 request types | Aisha | 3 hr | T-07 | All 7 testable |
| T-09 | Configure 8 queues | Aisha | 1 hr | T-08 | Auto-routing live |
| T-10 | Configure SLAs | Aisha | 2 hr | T-09 | Breach alerts fire |
| T-11 | Permission schemes | Vesta | 1 hr | T-09 | Impersonation test passes |
| T-12 | Wire EKB to portal | Gemma | 1 hr | T-08 | Search returns 5+ articles |
| T-13 | Wire EGPCSDEFCON as internal KB | Gemma | 30 min | T-12 | Agents see CS articles |
| T-14 | Seed 10 founding KB articles | Gemma | 6 hr | T-12 | 10 articles published |
| T-15 | Apply EGP palette + logo | Gemma | 2 hr | T-08 | Brand-book match |
| T-16 | Atlassian custom domain config | Vesta | 30 min | T-15 | CNAME + TXT targets in hand |
| T-17 | Cloudflare DNS records | Marc or Surafel | 15 min | T-16 | dig returns Atlassian target |
| T-18 | TLS cert + domain verify (wait) | Vesta (monitor) | up to 24 hr | T-17 | HTTPS loads with valid cert |
| T-19 | Atlassian SSO for agents | Vesta | 2 hr | T-11 | 4 agents SSO works |
| T-20 | E2E smoke test all 7 request types | Aisha | 3 hr | T-19 | All 7 route correctly |
| T-21 | Customer onboarding email blast | Leda + Gemma | 2 hr | T-20 | Email sent, logins seeded |
| T-22 | Add Support link to main nav | Surafel | 30 min | T-18 | Nav live |
| T-23 | GHL Conversations → JSM webhook bridge | Surafel | 4 hr | T-20 | DM creates ticket |
| T-24 | Document in EGPSWAT runbook | Vesta | 2 hr | T-23 | Runbook published |
| T-25 | Marc walkthrough + go-live | Marc | 30 min | T-24 | Marc says "go live" |
Total: ~38 person-hours plus a 24-hour TLS cert window. Calendar: 7 to 10 working days.
EGPSUP becomes canonical, Atlassian Help Center is the portal, branded with EGP palette, exposed at Support.EnRouteGrowthPlatform.io via Atlassian custom domain. Lowest effort (7 to 10 days), uses what's already paid for, Atlassian handles TLS + uptime + auth + KB. Cons: Help Center UI is recognizably Atlassian, limited theming. Effort: 38 person-hours. Verdict: LAND THIS, iterate later.
Same JSM backend, custom Next.js or Astro frontend on Cloudflare Pages talking to Atlassian REST API. Pros: fully custom UX, brand-perfect, embed billing + status + account widgets. Cons: 3 to 5 weeks dev, ongoing maintenance, reimplement auth + uploads + notifications. Effort: 120 to 180 hr. Phase 3 only.
Customers chat in GHL widget; webhook creates EGPSUP ticket; agent replies in JSM; mirror back to GHL. Pros: low-friction chat UX. Cons: fragile bridge, messy threading, no self-service KB, no SLA visibility. Effort: 50 to 70 hr. Useful as a Path A complement (T-23), not a replacement.
Path A for paying customers (gated portal), Path C lite for prospects (GHL chat). Right tool for each audience. This is effectively Path A + T-23 = 42 hr. Adopt as Phase 1.
Custom support system on Cloudflare. Max control, no per-agent fees, EGP-owned IP. Cons: 8 to 12 weeks rebuilding 20 years of Atlassian's roadmap. Effort: 400+ hr. Rejected.
| Suggested key | Summary | Acceptance criteria |
|---|---|---|
| EGPSUP-4 | Verify JSM license tier + provision Surafel as Agent | License captured; Surafel logs in, sees Tier 1 Incident queue |
| EGPSUP-5 | Configure issue types, request types, queues, SLAs per section 4 | 5 issue types live; 7 request types submittable; 8 queues visible; SLA breach alerts fire to Marc in test |
| EGPSUP-6 | Bring Support.EnRouteGrowthPlatform.io online via Atlassian custom domain + Cloudflare CNAME | HTTPS loads portal with valid TLS cert; Support link added to main nav |
| EGPSUP-7 (stretch) | Seed EKB with 10 founding KB articles + wire to portal search | 10 articles published, searchable from portal |
| EGPSUP-8 (stretch) | E2E smoke test + document in EGPSWAT runbook | All 7 request types pass; runbook page published |