The sync between Service Desk customers and Atlas contacts seems to work well. When a Service Desk customer is created, then that customer is added as an Atlas CRM contact. Wonderful.
My question is whether it is possible to automatically add a Jira Service Desk customer based on the addition of a new Atlas CRM contact.
Currently, when I add a new Atlas CRM contact to an existing issue, I am still required to click customers > add customer > paste customer contact info > go back to issue > add customer to issue (either as the reporter or a request participant).
There are many cases where I need to add the reporter information manually, so I would like to be able to add the contact info in one place and have the system automatically add a service desk customer, so that I can then set that customer as the reporter if necessary. This would save about 30 seconds PER ISSUE, which is a HUGE amount of time over the course of weeks/months.
Thanks for any help you can provide!
Hi @Michelle Gaul,
Atlas CRM does not support functionality to create a JSD Customer for each Atlas CRM contact.
The Jira User Sync functionality that's available, only works in one direction: When a user or customer is created in Jira, it automatically creates an Atlas CRM contact and keeps the information in sync.
The recommended workflow is to enable Atlas CRM's Jira User Sync and use Jira Service Desk's functionality to create customers. This will ensure that your customers get an account and you get a CRM contact for each customer.
With kind regards,
Why don't I see the Jira Features section under my Atlas CRM Settings?
I followed these instructions but don't see it:
User syncing is disabled by default. To enable user syncing:
Are you on Cloud or Server? If you are on cloud, what do you see in the Atlas CRM settings?
If you’d like us to help you in private, feel free to open an issue in our service desk: https://avisi-support.atlassian.net/servicedesk/customer/portal/10
You can use Atlas CRM in Jira or in Confluence. Both have similar functionality.
The main difference is that in Jira you link customers and sales with issues (and there’s user sync), while in Confluence you can link customers and sales with pages.
If you want to use both versions, you will pay for both licenses. There’s currently nothing we can do to bundle licenses.
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