Detailled Customer Contact Informations? Like Phone-Number, Email Adress etc.

[QMSpot _ Patrick Gehlich]

Hello,

i try to use JSM as a IT Ticket System for our external customers.
And i´m missing all the customers contact Informations.

I know, that i can add custom fields. But they´re not visible for the Agent in the issue.

The CSM Project has a better feature and shows already more contact Informations:


But i need a lot more. My Agents shouldn´t login in to any CRM.
I need the detailled Contacts Informations in the issue/Ticket.

I just found this Marketplace App:
https://marketplace.atlassian.com/apps/1223751/perspective-custom-attributes-for-jira?hosting=cloud&tab=overview

But i need to take care, that the Data stays in the EU. DSGVO etc.
We are here in Germany with some strict rules.

I hope someone can help me, that my Agents get some more infos about the Customer/Contacts.

Thanks a lot.

[Andrea Robbins]

Hi there!

You have a few options:

1. Use assets: you can create some sort of integration with your CRM with assets so that when a ticket is submitted, you can allow more asset properties to appear. 

2. Customer profiles: The CSM option used to be in JSM. As soon as Atlassian upgrades you to the service collection, this will disappear from JSM.

3. A marketplace app like you mentioned.

All in all, CSM is really where Atlassian is positioning the External customer use case. You can use the CSM agent on the portal, but the Rovo agent in the portal works for Atlassian accounts (internal people only). This is the future of external customer service management, and more external customer service management feature if any existed in JSM will be taken away and put into CSM. Just something to be aware of.

Thanks

Andrea

[QMSpot _ Patrick Gehlich]

Hello Andrea,
Thanks a lot for your feedback :)
We have the Service Collection and i already realized that many features from JSM are missing in CSM.
CSM looks more modern and easy to set up.

But actually JSM looks more mature and stable for our use Case.

Your 1. with the assets is a nice idea. To handle the customer like a asset.
I need to do my homework about this now :)

Thanks a lot and have a nice evening :)

Patrick

[Andrea Robbins]

I so agree that many features (like Incident & change management) are missing from JSM. I see many customers use a combination of both, but many don't like this because they have to work from two different spaces, which is understood.

Happy to help! There's some marketplace apps out there that can connect your CRM in a few minutes to assets, but I've also built custom ones. Even CSV import works at the end of the day!

Good luck with your assets journey!

[Joseph Chung Yin]

@QMSpot _ Patrick Gehlich 

As suggested by @Andrea Robbins the usage of Assets component along with your JSM which I agreed with her.  Please also note that Assets is currently offered as a component with the JSM product, however soon this component will be separated from JSM as a stand alone Atlassian product.

You will need to create customization to populate your Assets setup for your customers, and then create custom JSM fields based from Assets and then expose them to JSM project.

Hope this also helps.

Best, Joseph

[QMSpot _ Patrick Gehlich]

Hello Joseph,

thank you very much for your feedback 🙂

Is there an official roadmap that you are referring to regarding the separation of Assets from JSM? Or a public roadmap for CSM in general?

At the moment, it feels like I am starting to evaluate Atlassian at a time when many things are changing simultaneously.

We have just started our Atlassian trial and are running a pilot project with three colleagues. While we are still in the learning and evaluation phase, seeing fundamental functions being changed, split, or moved between products makes me a bit nervous.

Thanks a lot and have a nice day.