You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
If you want to get started using Jira Service Management for customer service, it's as simple as creating a project with the Customer service management template.
A quarter of customers use Jira Service Management for customer service, and this mission is more important to us than ever. Earlier this year we brought customer and organization context into Jira Service Management to empower customer support teams, and have continued to receive great feedback. If you’re one of those who have given feedback, thank you!
Today, we’re sharing the biggest update to our customer service features yet; bringing customer service management to all editions of Jira Service Management, introducing dedicated workflows to help customer service and development teams collaborate to resolve requests, releasing customer context APIs, and more.
Read on to learn about everything new in Jira Service Management for Customer Service, including a guide to getting started, and for opportunities to inform our customer service roadmap.
Our Premium and Enterprise customers have loved having dedicated customer service capabilities, so we’re bringing our customer service features to Free and Standard editions. This includes customer and organization profiles and developer escalations.
These features are available today for new customers as well as existing Standard customers, and we’re rolling out to existing Free customers as we speak.
Customer and organization profiles and developer escalations can be turned on in Project settings > Features, and customer and organization profiles are on by default when you create a new project with the ‘Customer service management’ template.
If you’re new to customer context in Jira Service Management, you can read the initial announcement here or access full documentation here.
We’re making collaboration between customer service and development teams easier and more powerful.
Customer service agents can now escalate requests to development teams, directly from the issue view. They can add any information a developer might need, such as context about the customer or troubleshooting steps they’ve already tried, and select the service or component that the issue impacts.
All escalations appear in a dedicated queue, which is accessible to Jira Service Management collaborators, so developers don’t need an agent license to access them and to link them to new or existing issues in Jira Software. And you can easily set up automations to alert a team in Slack or Microsoft Teams when an escalation affects a service they own, or to sync issue statuses or comments.
Cross-team collaboration is the future of customer service, and this is just the beginning. Please let us know how it is working for you, and what else we can do to help you unlock seamless collaboration seamless across support, development and operations. We’ll be continuing to build on these features based on your feedback, starting with the ability to filter escalations, which will roll out in the coming weeks.
You can turn on developer escalations from Project settings > Features. More details on how to get started are available in our guide to getting started at the bottom of this post, and full documentation is available here.
Customer context is now available directly from the issue view. The top five detail fields in customer and organization profiles are shown automatically, based on the Reporter and Organizations fields.
In the coming weeks, we’ll introduce the ability to choose exactly which fields are shown independent of their order, and to show organization details based on organizations your customer is a member of, for those who do not use the Organizations field.
Enable this feature by creating a new project with the ‘Customer service management’ template, enabling the ‘Customer service management’ feature in Project Settings, or adding the ‘Customer’ panel to the Issue view in your request types. Find more details here.
We’re also excited to introduce APIs for customer and organization details. APIs can read or write customer and organization details, so you can perform one- or two-way syncs with your CRM or any other source of truth for customer details. Documentation is available here.
We’ll be introducing more APIs as we go, including for marketplace partners, so let us know which are most important to you.
We’re continuing to add your most requested features to customer and organization profiles. In the coming weeks, agents will be able to add notes to profiles. Later you’ll have a dedicated 'links' section, so you can link work across Atlassian and third party tools such as meeting notes, recordings, contracts and more to customers and organizations.
Note: these form a current view of our plans, but are subject to change at any time.
We’re hard at work on many capabilities to help you provide great customer service. One of those that we’re particularly excited about is the ability to see your customers' entitlements to your products within Jira Service Management.
This will help your customers get help with the specific products they use, will give your agents context about the support tiers, versions, contract dates and more that customers are entitled to, route requests, track and report on the support load of your different offerings, and more.
Longer term, it will be used for powerful features like providing proactive support in the form of outage updates, tracking common feature requests and issues for each product, giving agents context on active incidents and upcoming changes, and more.
Keep an eye out, and if you have any thoughts on how you will use this, let us know.
Whether you’re new to Jira Service Management for customer service, or you’ve been doing it for a while but want to optimise your experience and processes, we have some resources that might help.
If you want a guide to getting started with service management for customer support teams in Jira Service Management, including how to get started with the features you’ve seen in this post, you can find that here.
If you want to hear more about why companies and how are using Jira Service Management for customer service, see an end to end customer service journey, and hear about the future of connected customer service, you can watch our recent talk at Atlassian’s High Velocity event on reimagining customer service for a digital world here.
If you’re using, planning to use or considering Jira Service Management for customer service, we’d love to hear from you. We have an exciting roadmap planned, and we’d love to hear what you need the most. Tell us what’s working for you and what’s not, and what’s on your wish list for connected customer service.
You can share your thoughts and feedback directly with me at firstname.lastname@example.org, or book some time for us to talk. You can also leave feedback in product, including in the customer and organization profile pages. We can’t wait to hear from you.
Please note: if you are enrolled for release tracks, you will not see all of these features yet. We will be rolling them out with subsequent releases.