Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Better customer account management questions

Our company provides for customers to send in tickets, and as many are customers via the AWS Marketplace, we don't have any information on them, etc.  Our management wants to make sure that they have information on the company before we do support.  SO:


1.  Is there any way to display company information in the ticket itself, such as associated email?

2.  Is there a way to trigger automation if a new contact is created in service desk?  It doesn't appear so, but seems to be a pretty obvious function.

3.  Is there a way to attach fields to customers to indicate account status? 


Any pointers would help, thanks!

1 answer

0 votes
Brant Schroeder Community Leader Jun 26, 2022

@Erik Brandsberg 

I would recommend having your customers use the customer portal to submit issues.  It will be very difficult / impossible to capture all the information you need through email.  If you use the portal you can create request types that have specific fields to capture the information you need to ensure that you can be successful in supporting the proper clientele.

This would be great, but the goal is to provide as easy an interface for customers as possible.  In addition, this fails to in any way address the issue, as a new customer is a new customer--we still want to be able to trigger events when a new customer contact is added, i.e. notify our sales team that they need to contact them, etc.  It also doesn't provide the information about the customer contact when they do open a ticket based on flags, i.e. they have been contacted by sales and is authorized for support to work with them.

Brant Schroeder Community Leader Jun 26, 2022

@Erik Brandsberg If it starts with sales why not just have a CRM that integrates with Jira Service Management or change your process so that you have an email address for initial customers and then once you onboard them you set them up in your customer support portal or with the new email.  

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Posted in Jira Service Management

Jira Service Management Documentation Opportunities

Hello everyone, Hope everyone is safe! A few months ago we posted an article sharing all the new articles and documentation that we, the AMER Jira Service Management team created. As mentioned ...

261 views 0 6
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you