Jira Service Desk / Management does not allow you to enter a Customer Phone Number

Question

Jira Service Desk/Management does not allow you to enter a Customer Phone Number - or for that matter any other information about the customer - Name, Address, Phone Number, Company, Mobile Number etc.

These are all standard fields on other Service Desk / Service Management systems.

Its ridiculous to say you should have to manually create custom fields for these standard bits of information about your customers (or your users for that matter)

So the question is ..... Why ?

Michael Green_am0a50 · Answer

Hi @Charles.Chaaya you may want to look at this at some point instead of using custom fields.

Dirk Ronsmans · Answer

Hi @Michael Green ,

Indeed, sadly there is no enrichtment of your users/customers on the Jira side.

I've personally stored these items in Insight but that's more for internal users than customers (altho also possible).

You might want to look towards an app for it, some things like

https://marketplace.atlassian.com/apps/1223751/customer-details-for-jira-service-management?hosting=cloud&tab=overview

or a sort of CRM tool.

https://marketplace.atlassian.com/search?query=customer%20informaton

As to why? that's the big question..  I'm missing it too but sadly we're stuck with what we have.

you can always raise a support request at https://support.atlassian.com/contact to get it noticed and put on the roadmap.