🚀 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.

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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.

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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.

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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.

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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.

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If you serve customers across multiple industries, use reports to track customer satisfaction per industry using an “Industry” detail field.

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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!

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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 settingsFeatures. We will be opening access to customers on Free and Standard plans in the future.

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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.

41 comments

Naveen Nataraj
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 16, 2023

Super exciting! 

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Polina-NaraSyst-
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
May 16, 2023

Interesting feature! I'm looking forward to the expanded list of detail field types in customer profiles. Thank you for sharing, Gabriel!

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Tomislav Tobijas
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May 16, 2023

Quite impressive actually! I missed this announcement from #team23 so I'm quite stunned by this (in a good way of course 😄)

I'll share this announcement immediately with our customers as many of them who are using JSM asked about this functionality and the ability to have more context for customer organizations. Great job! 💪

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Thorsten Letschert _Decadis AG_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
May 16, 2023

Very interesting! Are any APIs planned or in place to process this data? Besides, is there already documentation in place regarding the usage within JQL besides the snippets shown in the screenshots?

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Gabriel Raubenheimer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 16, 2023

@Thorsten Letschert _Decadis AG_ we're looking into APIs at the moment - keep an eye out for any updates!

Yes, JQL documentation has been updated with two new functions that can be used to access customer and organization details respectively. You can find those in the JQL functions page here

They are:

  • customerDetail()
  • organizationDetail()
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Kate Pawlak _Appsvio_
Community Leader
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May 17, 2023

@Gabriel Raubenheimer is this feature available now or should we wait for rollout? I'm asking because I don't see this feature for any of our Premium instances. It's a crucial change, especially for our team who develops the Customer and Organization Management app 🤔

Another question: do you know a date for the next AMA?

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Andrey Kiyanovsky May 17, 2023

Thank you so much for this feature!

1. Bug: for Organizations with 50+ customers, it shows only 50 customers, probably a pagination bug.
2. Are you going to introduce other than the 'Text' field type? At least, a date, a single and multi-select types are wanted.
3. CSV import and REST API are required for integrations.

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Gabriel Raubenheimer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 18, 2023

@Kate Pawlak _Appsvio_ it is available now, unless you are on release tracks. If you are on release tracks, this will be available in the next release, in July. I don't have a date for the AMA as of yet, but I will update here once we have one.

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Gabriel Raubenheimer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 18, 2023

@Andrey Kiyanovsky glad you like it!

  1. Thanks for this - the team is aware and we're planning a fix.
  2. Yes, we have new types planned soon - keep an eye out.
  3. Thanks for the feedback. We hear you, and we're actively looking into this. We'll start with CSV imports, which are high priority for us.
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Kalin U
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May 18, 2023

@Gabriel Raubenheimer If you start with CSV imports, then will you continue with any API or other integrations? I'm interested in Active Directory sync - attributes from the organization directory to surface for agents in Jira Service Management, i.e. Company, Department, Phone, Email, Manager, etc.

@Kate Pawlak _Appsvio_  Is your app capable of syncing data between an external directory and JSM?

Regards,
Kalin

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Dan Breyen
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May 18, 2023

Awesome!  Can't wait for it to roll out to Standard users.  

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Gabriel Raubenheimer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 18, 2023

Hi @Kalin U

Thanks for the comment. We're actively looking into different options for syncing and importing data beyond CSV importing (including the options you mentioned) - will keep the community posted!

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Kate Pawlak _Appsvio_
Community Leader
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May 21, 2023

@Kalin U now, we offer REST API but we have some integrations with externals directories on our roadmap. Please book a meeting - it'll be a chance to talk about your needs :) calendly.com/appsvio

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Katarzyna Szumilas_Deviniti_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
May 22, 2023

Hi @Kalin U

If you look for an app to synchronize users' details from an active directory and display them on issue and request views (on a dedicated panel or in custom fields you can easily use in JQL or automation) Deviniti offers two apps that allow that:
Active Directory Attributes Sync that connects Active Directory on-premise with Jira DC
and Azure AD Attributes to display data of Azure AD users on Jira Cloud

Synchronization of Active Directory on-prem with Jira Cloud is also on the way. If you would like to test and feedback on the solution we have designed, let us know via our Customer Portal. We will be happy to hear your opinion!


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Zack Salisbury May 23, 2023

@Gabriel Raubenheimer 

This looks like an awesome feature. Obviously, the feature is only available for premium and enterprise, but on the feature listing for JSM's pricing options it says "Coming Soon" for Standard. Should we be expecting the same features or a subset of the features to be available for that subscription plan anytime soon?

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Nour Challita May 24, 2023

@Gabriel Raubenheimer Great news! I'm excited to see the new rich customer context feature!

Gabriel Raubenheimer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 25, 2023

@Zack Salisbury  thanks for the comment. Yes, we're planning to make rich customer context available in Free and Standard editions. When we have a date for that, we'll let the community know!

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Gabriel Raubenheimer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 25, 2023

@Kate Pawlak _Appsvio_ the AMA will be on the 29th of June (PST). You can find more information here.

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Joseph Chung Yin
Community Leader
Community Leader
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May 25, 2023

@Gabriel Raubenheimer -

Nice feature.  We will definitely take a deeper look into the feature.

Best, Joseph

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Erki Tammik
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May 26, 2023

@Gabriel Raubenheimer 

Can customer profiles be linked to tickets in any way? For example, if I have a Bug ticket, I would like to be able to link it to a specific customer. This would allow us to view all the tickets that are related to certain customers. This functionality should also work with Jira Software tickets.

Furthermore, it would be useful for others to have access to information about the client. This would provide better visibility into which tickets are related to specific clients, improving overall understanding and context.

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Gabriel Raubenheimer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 28, 2023

Hi @Erki Tammik

Thanks for your comment, these are great questions.

Today, that linking is done through the Requestor field for customers (and the Organizations field for organizations). On the customer's profile page, you will see all requests that they are the Requestor of, within that Jira Service Management project.

I would love to understand more about the functionality you are looking for here, as it's closely related to several capabilities we're looking to introduce. Would you be interested in chatting about it over Zoom for 30m, at a time that works for you?

If so, here are a few times that could suit - please choose one that works. If none of these are ideal, feel free to email me at graubenheimer@atlassian.com and let me know a few times that do.

Cheers!

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Kristján Geir Mathiesen
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
June 2, 2023

Awesome!  Thanks.

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Geoffrey Jonkers June 6, 2023

Hi,

Maybe I've missed it but, will there be a feature to sync fields from data we pulled with Atlassian Access?

Gabriel Raubenheimer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
June 15, 2023

Hi @Geoffrey Jonkers

Thanks for the question. That feature is not available at the moment.

What sorts of data be most helpful to pull in from Access?

Lori June 21, 2023

Would love to see the Request Participants be limited to those customers that are linked to the Organization that is identified in the issue.

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