How can i synchronize Customer Data between our ERP and Jira Support Desk

Simon_Mueller

Hey there,

we have a B2C Webshop which is integrated in our Microsoft Dynamics NAV ERP.  

When we get an E-Mail from a customer, we see the request in Jira Support Desk, but we do not have any information about the customer in Jira SD except his E-Mail adress. 

We would like to bring customer data like (Tel nr, last orders, Teacking IDs etc.)  from our ERP to Jira Support desk. That way the support team does not need to change to NAV and search for the customer.

 

example:

A customer asks us when his parcel will arrive. It would be nice if Jira Support Desk would match the customer by his E-Mail Adress and show the support team the tracking link ehich then could easily be copied and sent to the customer. 

 

I googled quiet a while and i found just one article but that one is a deadlink. 

https://community.atlassian.com/t5/Jira-questions/How-to-add-customers-to-database-in-JIRA-Service-Desk/qaq-p/10341

 

does anyone has a clue how to set up a customer database in jira support desk? thank you very much

Daniel Ebers

Hi Simon,

welcome to Atlassian Community!

We need to be a bit more specific on this question.

If the basic question is if it is possible to have a "customer database", mostly referred to as "CRM", in Jira - then: yes. There is a list of possible Apps around which you could use:
https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-customer-relations-management-system-crm

I understood from your question that you already have a specific ERP/CRM in place and running, you mention "Microsoft Dynamics NAV ERP". If this is true it might just not make sense to bring in another system/tooling.

The task would be to integrate the existing ERP/CRM somehow.

At first sight there is an App in Marketplace which you could analyse further:
https://marketplace.atlassian.com/apps/1217661/jira-cloud-for-crm-official?hosting=cloud&tab=overview
As I am not using a solution like this I cannot advise if it is what you are looking for but it might be a good base to start off for further investigation.

In case it is a bigger setup consultation by a specialized Atlassian Partner might be needed.
https://www.atlassian.com/en/partners

Cheers,
Daniel