How to Use JSM for Customer Success Teams

[Tyler Manning]

I'd love to hear all ideas on how different SaaS companies are using JSM to assist their client/customer success teams!

[Matteo Vecchiato]

Hi @Tyler Manning ,

Thank you for your post.

Trying to give a different reply than the classic one, I can show basic uses of SaaS that offers IT products to their clients:

• JSM for collecting features/modules activations, change requests, bugs
• JSM for issues about billing
• JSM for incidents collection
• CSM for automating customer helps, based on KB
• JPD for managing internally the ideas and product roadmap

Hope it helps

[Bálint Berente _META-INF_]

One thing worth adding to the feedback side: JSM has built-in Customer Satisfaction feedback (CSAT) on tickets, but for CS teams it's also worth collecting Net Promoter Score (NPS), either in the portal or triggered from your product. That gives you relationship-level sentiment, not just per-ticket ratings.

If you want both in one place without an external survey tool, I work on Myra, an app on the Atlassian Marketplace that collects CSAT, NPS, and others natively inside JSM Worth a look if you want feedback data to live in Jira!