Can you targeted announcements to smaller groups of customers instead of everyone?

Question

I am trying to evaluate if Customer Service Management can solve a problem for us. We manage projects with many external users. These users are our "customers". Often we have a need to send out a project specific announcement, that would only be relevant to a subset of our user base and should not be seen by everyone. Is this possible in CSM? If so, how would it be configured?

Oscar Yeung · Answer

Hi @Chris Bone ,

Adding to what zoltanersek sent, the Automation route works well for one-off announcements. It gets tedious when you send them regularly, since each announcement needs its own rule and the emails are plain text.

Our app Notification Assistant for Jira sends fully templated emails to recipients you choose, including custom field values and hardcoded external addresses that don't need Jira licenses.

Feel free to reach out if you'd like to learn more.

Rob Hean · Answer

If an "external user" is a non-licensed customer, then I'm unaware of any way to provide a targeted announcement to subsets of customers within the same space (although you could have one CSM space per customer?).

Afaik CSM currently allows for a customer site for each space - but that one site is visible to anyone going to that site, so you couldn't have a variable message based on customer within ONE space.

You could, however, give each customer their own space, which would have it's own site, that could do it?

zoltanersek _outpostlabs_dev_ · Answer

I don't believe JSM has native support for audience-targeted announcements in the customer portal today. Portal announcements are generally intended to be broad rather than segmented.

If your goal is to communicate with a specific subset of customers (for example, everyone involved in Project A), I'd be inclined to model that as data instead. For example, use Organizations, a custom field, or Assets to identify the audience, then use Jira Automation to send emails only to customers matching those criteria.

It's a little more work to set up, but it gives you much finer control than a global portal announcement and scales well if you need different communications for different customer groups.