Add more data (fields) for service desk customers?

Question

Hi,

I would like to add more data to the Jira Service Desk customers, for example, phone numbers, role, etc, but can not find any settings for this, the whole "customer" concept seems to be very "under the hood" regarding config.

Is this even possible?

Another option could be that we manage "customers" as objects in Insight, but in this case I would like to automate the provisioning and de-provisioning of users so you only need to manage them in Insight, is this possible?

Best regards

/Micke

Mikael Witt · Answer

The lack of functionality around the "organisation" and "customer" concepts in service desk is a dealbreaker for us, I don´t know how others handle this, but the fact that you can not add any additional data to these entities, enforce different authentication methods (apart from static username/password) makes it basically unusable for us.

Just the simple fact that you can´t sort and filter on organisation in the ticketview is a mystery to me and seems like a very basic function usable for all of your customers that are not only dealing with consumer support.

Mikael Witt · Answer

Thanks Jack, upvoted and hopeful:-).

How about the secound part of the question, would it be possible to populate Customers from Insight?

Best regards

/Micke

Jack Brickey · Answer

unfortunately no. there is no 'customer profile' like there is with application users, e.g. agents.

There are a number of open suggestions on this and here is one you might want to vote/watch - JSDCLOUD-1239