Powering Jira with Custom JQL and Customer Data

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Hey everyone,

I have to admit, JQL always seemed like some mystical thing meant for the super technical crowd. I never felt completely comfortable with it, even though I knew how powerful it could be 😅.

So, What is Custom JQL?

For those of you like me, let me explain: Custom JQL lets you query Jira issues using data from other apps. It’s super powerful. Sure, you can use the fields already in a Jira ticket, but what if you want to find issues based on data that’s linked to those tickets from other apps? That’s where Custom JQL comes in. You can get really specific with your searches! If you’re curious and want to dive deeper, check out Atlassian's docs.

Powering Workflows with Custom JQL

Atlas CRM, the top native CRM within the Atlassian ecosystem, has taken a natural next step by integrating Custom JQL. Our vision has always been that work starts with the customer, which is why we see customer data as the foundation for workflows in Jira. With Custom JQL, we’re not just linking information—we’re giving you the ability to tap into what’s most important for your business and streamline the way you work.

As the Product Lead for Atlas CRM, when Custom JQL launched, I knew I had to dive in—and honestly? It’s freaking cool! 🤩 Once I started playing around with it, I realized how powerful it is in refining and targeting searches across Jira, unlocking countless possibilities. From prioritizing key customer tasks to tracking sales opportunities with pinpoint accuracy, Custom JQL brings a whole new level of insight to the table.

Custom JQL and Atlas CRM Customer Data

With Atlas CRM, all your customer and sales data is directly linked to your Jira issues. Whether it’s support tickets in Jira Service Management (JSM), sales opportunities, or other customer-related tasks, Custom JQL lets you query Jira issues with laser precision 🔍 using customer and sales data.

Customizing Your Templates

Here’s another cool part—Atlas CRM lets you fully customize your customer and sales templates. Have key fields like ‘Contract Value,’ ‘Sales Stage,’ or ‘Account Manager’? You can add those, and then query against them with Custom JQL to find the issues that really matter to you.

For example, if you’re a sales rep, you could track all tasks related to sales opportunities in the “Negotiation” stage. Super handy for focusing on the deals that need attention!

This way, you can stay on top of critical opportunities without losing track of important tasks.

Who’s Using It?

Our support teams in Jira Service Management (JSM) use Custom JQL to prioritize tickets from high-value customers. Sales reps leverage it to track issues related to sales opportunities across different stages 🏆. Founders set up JQL filters to get a high-level view of key customer tasks without getting into the weeds. It’s really versatile.

For example, in JSM, our team uses Custom JQL to create queues that automatically pull in tickets from Platinum customers. A simple JQL query like:

atlasCompany in atlasCompanies("Customer Tier", "=", "Platinum") AND status != "Done" 

Ensures that our highest-value clients are always at the top of the support queue, so they receive the fastest attention.

Visit the docs and check out some practical examples and use cases that might inspire you to explore Custom JQL and find out what works best for your team.

Why Am I Sharing This?

We quietly rolled out Custom JQL in the past week, but I wanted to highlight it here—after all, you folks are the experts, right? I’d love to hear from anyone curious about trying it out or already using it, and also from any app vendors who’ve implemented Custom JQL themselves.

Let’s swap stories and ideas! Feel free to connect with me on LinkedIn or reach out through our support portal. Oh, and if you’re heading to Team ’24 Europe 🇪🇸 next week, let’s meet up! Whether you want a quick demo or just want to chat about how you can apply this in your day-to-day, I’m all in—let’s grab a coffee ☕ and see what’s possible.

Cheers!

Thijs van Hall

Product Lead @ Avisi Apps