Can Jira Service Desk display contact information for customers?

Question

How are our agents supposed to contact the reporter via phone if we don't have their phone number?  We are on Cloud and really don't want to have a issue field for phone that users need to populate each time.  This information should be available from logged in users.

Do I have any other options?

Maarten Arts · Answer

Hi Damon,

We've built Atlas CRM for this exact purpose. It's a CRM built inside Jira (and Confluence) which allows you to save additional information for companies and contacts. Your users can access the information from within a Service Desk requests and start a call right away.

You definitely don't want to use issue fields. Your data will end up scattered throughout issues and keeping everything up-to-date is hardly manageable this way.

Give Atlas CRM a try and contact us if there's anything we can help you with: https://marketplace.atlassian.com/apps/1213313

Amaresh Ray_lrrs4g · Answer

@Damon Gaylor are your reporters internal to your organization (e.g. employees) or are they external?

If it's the latter, I recommend utilizing the CRM integrations that are available for JSD Cloud.

Jerry Ryan Ishmael · Answer

Jira service desk is not natively well versed as a CRM like salesforce or Zendesk. However if you are a salesforce organisation for example, there are methods to link contact info based on submitters email in JSD using addons.