Can you targeted announcements to smaller groups of customers instead of everyone?

[Chris Bone]

I am trying to evaluate if Customer Service Management can solve a problem for us. We manage projects with many external users. These users are our "customers". Often we have a need to send out a project specific announcement, that would only be relevant to a subset of our user base and should not be seen by everyone. Is this possible in CSM? If so, how would it be configured? 

[Rob Hean]

If an "external user" is a non-licensed customer, then I'm unaware of any way to provide a targeted announcement to subsets of customers within the same space (although you could have one CSM space per customer?).

Afaik CSM currently allows for a customer site for each space - but that one site is visible to anyone going to that site, so you couldn't have a variable message based on customer within ONE space.

You could, however, give each customer their own space, which would have it's own site, that could do it?

[zoltanersek _outpostlabs_dev_]

I don't believe JSM has native support for audience-targeted announcements in the customer portal today. Portal announcements are generally intended to be broad rather than segmented.

If your goal is to communicate with a specific subset of customers (for example, everyone involved in Project A), I'd be inclined to model that as data instead. For example, use Organizations, a custom field, or Assets to identify the audience, then use Jira Automation to send emails only to customers matching those criteria.

It's a little more work to set up, but it gives you much finer control than a global portal announcement and scales well if you need different communications for different customer groups.

[Andrea Robbins]

As far as I am aware this is not possible - the only way I can think of is to have a little announcement on the customer experience site, and then limit the experience per organization. Totally not a viable option in my opinion.

[Joseph Chung Yin]

@Chris Bone -

For the notification (announcements), are you referring to via email?  Please advise..

I have utilized Jira automation rule based issue event to trigger custom notification with issue attachment access.  Here is an example KB article from Atlassian -

https://support.atlassian.com/jira/kb/send-jsm-forms-information-with-automation/

Hope this helps.

Best, Joseph