At Atlassian Team Europe in Barcelona, Nicat Nagiyev, Head of Business Solutions at Computop, shared how his teams connect Jira with Outlook across customer-facing and internal workflows.
Computop is a global payment service provider offering online, mobile, and in-store payment solutions. Its teams use Jira to manage structured tasks, internal processes, and complex project portfolios within their Enterprise Resource Planning environment.
Nicat explained how Microsoft 365 for Jira helps connect customer emails with Jira work items. Outlook remains the familiar communication tool, while Jira provides ownership, workflow structure, and a shared record of the work.
Customer challenge: Who is handling this request?
Computop originally introduced Jira to address a common shared-mailbox problem. Several employees could access the same inbox, but it was not always clear who was responsible for each customer request.
Jira brought clearer ownership, but it also revealed another gap. Tasks were managed in Jira while the conversations behind them remained in Outlook. Employees still had to move between systems to understand the complete request.
This became noticeable during handovers. If a colleague was absent or responsibility for a customer changed, the next person might need to reconstruct the history from a shared mailbox. Nobody enjoys starting a handover with an inbox treasure hunt.
The implemented workflow: Connecting Outlook emails with Jira
After evaluating and testing Microsoft 365 for Jira, Computop introduced the app across the company. Sales and internal sales teams use the Outlook integration to add relevant customer emails to Jira work items.
This brings the communication and structured ticket information together. Employees can review the customer context from Jira instead of searching for the corresponding conversation in a shared mailbox.
The approach is particularly useful when responsibilities change. A colleague taking over a customer request can see the available communication alongside its owner, status, and other Jira information.
The outcome Nicat observed
Nicat highlighted three practical improvements: clearer ownership, better visibility across Outlook and Jira, and easier handovers when another employee needs to continue the work.
Computop’s earlier process measurements indicated that gathering the information needed for a customer request took around 20 minutes because employees had to check several applications. Nicat’s goal is to reduce this to approximately 15 minutes through further integration, process optimization, and automation.
A Teams-first vision for Jira Cloud
Computop currently uses Jira Data Center and is working on the move to Jira Cloud. Nicat sees the migration as an opportunity to rethink how employees and customers access Jira.
His vision is to make Microsoft Teams a central starting point for collaboration. Jira and Jira Service Management capabilities could become accessible from Teams, reducing the need to move repeatedly between Teams, Outlook, Jira, and service management interfaces.
Connecting relevant Microsoft 365 communication with Jira can provide richer context for AI-assisted summaries, descriptions, or suggested next steps. The value comes from giving AI access to the right information for the right work, while respecting permissions and the organization’s rules for sensitive customer data.
What Jira administrators can take from this
Nicat's example suggests starting with the problem rather than the technology. Map how requests enter shared mailboxes, identify where ownership becomes unclear, and look at how much time employees spend collecting context before they can begin work.
For Jira administrators, a Cloud migration can be a good moment to rethink more than the technical setup. The bigger question is how Jira and Microsoft 365 should work together when communication, automation, and AI increasingly depend on shared context. Microsoft 365 for Jira already connects Outlook, Teams, and Jira workflows, while its Cloud capabilities extend further into automation and AI-assisted use cases.
Nicat’s example shows the progression clearly: first, connect customer communication with structured Jira work. Next, make that context easier to use across Teams, Outlook, Jira, and automation. From there, AI can become more useful because it has richer work context to summarize conversations, capture decisions, or support the next step. The value is not simply having more integrations, but making the right information available around the work without losing ownership, permissions, or governance.
Full disclosure: I'm Britta, and I work at yasoon, the company behind Microsoft 365 for Jira. I had the pleasure of interviewing our customer Nicat Nagiyev. The opinions he shared are his own and do not represent or imply endorsement by Computop.
![Photo of Britta Neugebauer [yasoon]](https://us.v-cdn.net/6038660/uploads/avatars/aa/91/naa911027d8b510b9ede410cfc2561efa.png)