Better customer account management questions

Question

Our company provides support@companyname.com for customers to send in tickets, and as many are customers via the AWS Marketplace, we don't have any information on them, etc.  Our management wants to make sure that they have information on the company before we do support.  SO:

1.  Is there any way to display company information in the ticket itself, such as associated email?

2.  Is there a way to trigger automation if a new contact is created in service desk?  It doesn't appear so, but seems to be a pretty obvious function.

3.  Is there a way to attach fields to customers to indicate account status?

Any pointers would help, thanks!

Brant Schroeder · Answer

@Erik Brandsberg If it starts with sales why not just have a CRM that integrates with Jira Service Management or change your process so that you have an email address for initial customers and then once you onboard them you set them up in your customer support portal or with the new email.

Erik Brandsberg · Answer

This would be great, but the goal is to provide as easy an interface for customers as possible.  In addition, this fails to in any way address the issue, as a new customer is a new customer--we still want to be able to trigger events when a new customer contact is added, i.e. notify our sales team that they need to contact them, etc.  It also doesn't provide the information about the customer contact when they do open a ticket based on flags, i.e. they have been contacted by sales and is authorized for support to work with them.

Brant Schroeder · Answer

@Erik Brandsberg

I would recommend having your customers use the customer portal to submit issues.  It will be very difficult / impossible to capture all the information you need through email.  If you use the portal you can create request types that have specific fields to capture the information you need to ensure that you can be successful in supporting the proper clientele.  https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-types/