🚀 Introducing rich customer context in Jira Service Management
TL;DR - today we’re releasing the first of our new customer service management capabilities for Jira Service Management. Customers and organizations now have their own profile pages, complete with detail fields that provide context for agents and can be used in queues, SLAs, reports and automation through JQL. These features are initially available on Premium and Enterprise plans.
Thousands of organizations, from SMBs to Enterprises, use Jira Service Management for customer service. In fact, 1 in 4 teams using Jira Service Management today are providing external support!
These teams love that their customers can get help quickly and easily through branded portals, native knowledge base, embeddable widgets and email capabilities. They also rely on powerful workflows, SLAs, automations and reports to optimize the ways they work. Plus, they’re seeing the benefits of uniting development, operations and customer support teams to work together without barriers on the Atlassian platform.
What's new in customer service management?
We’re excited to share that we’re investing in customer service management capabilities to help you create exceptional customer experiences. We’re starting today, by bringing your customers to the heart of Jira Service Management with rich customer context, initially for users on our Premium and Enterprise plans.
Get all the context you need with new customer and organization profiles
We understand how important it is to have context about your customers. We’ve brought that context into Jira Service Management, to help you consistently and effectively provide the support your customers need.
In projects with customer service management turned on, your customers and organizations will now have dedicated profile pages, with detail fields you can use to add any context your agents need, and where you can see current and previous requests.
You can also view and manage the customers belonging to an organization on an organization’s profile page. We’ll be adding more functionality to profile pages in the future.
Create queues, SLAs and more with customer and organization detail fields
We’re particularly excited about customer and organization detail fields. This information is in Jira, so you can use JQL to query it across the product, to create queues, set SLAs, generate reports or configure automations.
So, if you offer global support, create region specific queues using a “Region” detail field.
If you have different levels of support for high tier customers, set a shorter SLA and send their requests to a dedicated queue, both using a “Tier” detail field.
If you have a dedicated account manager for different customers, use automation to automatically assign that person to their customers' tickets with an “Account Manager” detail field.
If you serve customers across multiple industries, use reports to track customer satisfaction per industry using an “Industry” detail field.
You can configure detail fields separately for customers and for organizations, according to how you work. For example, you could have contact details and timezones as customer detail fields, and support level, account manager and company size as organization detail fields.
It's available right now!
Users on Premium and Enterprise plans can use this right now. It will automatically be available in all new projects using the customer service management project template, and you can turn it on for existing projects via the customer service management toggle in Project settings → Features. We will be opening access to customers on Free and Standard plans in the future.
What’s coming next in customer service management?
Update: CSV imports have launched, and field types are on the way. Find out more here.
We believe that providing customer support with Jira Service Management, on the same platform as your development and operations teams, will help you deliver unparalleled service. Customer service management is an important mission for us, and we’re already hard at work building on what we’ve released today.
Next, expect improvements to detail fields, including new detail field types, and field reordering in customer and organization profiles. We’re also working on CSV imports, so you can import your customer and organization details from any tool. Beyond that, we have an exciting roadmap of customer service capabilities, which we’re looking forward to getting into your hands. Keep an eye out as we share more upcoming features and improvements.
For further information, read our in-depth documentation on rich customer-context, and watch our talk at the recent TEAM conference on using Jira Service Management for customer service.
Do you have any feedback?
If you would like to be a part of the Jira Service Management customer service journey and help inform our roadmap, we’d love to hear from you. You can share your thoughts and feedback directly with me at graubenheimer@atlassian.com, or book some time for us to talk. You can also leave feedback in product, including in the new customer and organization profile pages. We can’t wait to hear from you.
On June 29 we'll host a community AMA (ask me anything) on using Jira Service Management for customer service, where we will answer any questions you have about how to leverage the Atlassian platform to create amazing customer experiences.
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Gabriel Raubenheimer
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