Managing Customer Requests Internally

Question

We use Jira tickets to track customer bugs and feature requests, although we do not use service desk and are not interested. Given that, this is for internal usage only.

1) How do you dynamically tie tickets to customers? We use comments today, which is manual and difficult to search if users use acronyms. We use salesforce but have had endless problems with our connector to Jira

2) When a bug, for example, is fixed, what is the best way to get a notification of that, along with all customers tied to that ticket?

Aidin Mahmoodi _ServiceRocket_ · Answer

Hi Lilli,

May I know which connector you have been using in the past?

caglad · Answer

1) create a custom field call Customer - then simply add the field to the screen and populate with appropriate customer. You may want to configure the custom filed ot be just one customer (drop down) or multiple selections etc.

2) Once its resolved, you can run a report on resolved tickets and display the customer field in your results.