Customer Reports

Cheryl Hillen

We are considering adding to our Atlassian suite and reviewing the Service Desk product.

Within the application is it possible to:

1) Set up customer profiles - would include contacts, contact type (whether the contact is an admin or someone of authority to make decisions); phone numbers, e-mail addresses

2) Set up reports which pull tickets by customer to determine ROI for the support payments received; would include time logged, type of ticket, specified date range

3)  Possible to pull a mailing list by contact type and by customer

These are just the basics as we use our current help desk for may layers of communication and to notify of updates; targeting specific roles within the customer layer to manage information.

Angélica Luz

Hello Chillen,

Welcome to Atlassian Community!

Jira Service Desk is a great tool to help customers, but I'm afraid some of the options you need are not available at the moment.

1) Set up customer profiles - would include contacts, contact type (whether the contact is an admin or someone of authority to make decisions); phone numbers, e-mail addresses

Currently, the only information available about customers are the full name and email address. 

There are feature requests suggesting improvements for that:

• Customer information to be populated in the request form
• Ability to store additional information about customers

2) Set up reports which pull tickets by customer to determine ROI for the support payments received; would include time logged, type of ticket, specified date range

The reports will depend on the custom fields, so I'd suggest you to check our documentation and test the reports.

• Discover new trends with service desk reports

The reports on Service Desk doesn't have many options and templates, so if none of the options shows the report you need, check the add-ons on our marketplace that shows more has more customization:

• Jira Service Desk apps

3)  Possible to pull a mailing list by contact type and by customer

I'm not sure if I understood correctly, please correct me if I'm wrong. Would you like a list showing customers that created tickets using email and the portal?

Regards,
Angélica