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Customer Incident Comms via Jira

Asim Malik
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Oct 05, 2023

Does anybody have any experience or suggestions regarding using Jira to manage customer incident communications, for example can Jira be integrated with Salesforce, Gmail or MailChimp

The goal is that once we have an incident ticket created, we can email customers letting them know they are affected in a more automated manner, currently we have to manually send out comms

If anybody has any ideas on this, it would be greatly appriciated, if there's functionality in Jira to email customers customized incident comms etc or if we can link/integrate elsewhere

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Stephen Wright _Elabor8_
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Oct 06, 2023

Hi @Asim Malik 

How are you identifying those customers who are impacted by an incident?

There's a few options I can think of from within the Atlassian ecosystem...

  • Use Statuspage to communicate with users
  • Send an email using Automation, if the customers are identified from within Jira with user data that can be utilised in the rule

Outside of this, it should be possible to send a notification to Salesforce or similar, using an API/web hook - but it depends what you want it to "do"

I'd also check out this help page potentially


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