I want to create a Customer Organization.

Question

I want to create a Customer profile in Jira to manage and track all tickets from the same customers. But I found there are very limited functions we can do from Customer under Channels and Peoples. What is the benefit using Customers?

I want to have a section to show the contract signed with the customers such as Support contract start and end dates, support level (9-5 or 24/7), client main contact person information, etc.

What is the best option to create a Customer profile?

Victor - New Verve Consulting · Answer

On top of the great suggestions on the page so far:

1. If you have JSM premium, you can use assets to track arbitrary information as well, although you would need to combine this with Jira Automation to assign the correct asset to the tickets.

2. You can also use one of the many CRM apps on the marketplace:

https://marketplace.atlassian.com/search?category=CRM

(disclaimer: I work on the team that develops Crumbs CRM, which is free for up to 10 users)

Cassie the Jira Mechanic · Answer

Organizations have a few benefits that I use.

1. When I add users/customers to the organization the user can then see all of the tickets their organization members submitted by selecting the organization in the ticket filter in the customer portal.

2. Organization becomes an actionable field value I can use for automation ( like assigning the correct representative to the ticket or adding them as a watcher to the ticket)

3. You can use Organizations as a filter for defining SLAs!

(This means you can also use Organizations in JQL for creating dashboards for reporting your wonderful service to your customers too!)

4. If you have JSM premium you can like you mentioned add unique data for your organizations. That creates a profile for each organization. So for example if your sales team needs to reach out to them via email to upgrade the services you provide for them you can use the Organization detail fields to capture the correct contact details. Later you can JQL and filter on these details if you needed!

5. Lastly if you have JSM premium and have set up your Organizations detail data you can view them on the organizational overview pages that are created for each organization. The organizational overview page displays a list of every organization in a project, its domain, and links to any requests associated with that organization.

Kate Pawlak _Appsvio_ · Answer

Hi @Sibyl Weng ,

Using native option, there is no such feature for free plan.

You can use app developed by my team called Customer and Organization Management. In this app, you can define fields for customers and organizations. In your case, there will be fields for Support contract dates, Support level, etc. This information can be filled by service agent or customers (you can define it in the configuration). Access to this information, you will have from the global view (table which includes all customers and attributes assigned to them) and from the issue view (panel with all information based on two fields: Reporter and Request participants).

~Kate