Have any organisations designed a customer-facing system with JSM?

[Ross ODonovan]

We are building a company that has the potential to take on thousands of customers. We want to set up profiles for these customers using a number of 3rd party Atlassian apps.

Atlassian's products have worked well for us so far, however we have run into some functionality issues that seem to stem from the fact that Atlassian was designed to be a communication tool within organisations and enterprises, rather than a tool to allow organisations to manage and communicate with customers.

We are building a company that has the potential to take on thousands of customers. We want to set up profiles for these customers using a number of 3rd party Atlassian apps.

Atlassian's products have worked well for us so far, however, we have run into some functionality issues that seem to stem from the fact that Atlassian was designed to be a communication tool within organisations and enterprises, rather than a tool to allow organisations to manage and communicate with customers.

Specifically, we're facing challenges in efficiently managing customer profiles and interactions, integrating external customer communication tools, and scaling our operations as the number of customers grows. We're also concerned about the potential limitations of Atlassian products in handling the complexities of customer relationship management (CRM) and automated workflows for a large customer base.

Has anyone successfully used Atlassian products for this type of application? If so, what additional tools or integrations did you find necessary to overcome these challenges? Any insights on best practices or potential pitfalls would be greatly appreciated.

[Josh_Unito]

@Ross ODonovan Which external apps or tools are you currently using? 

Atlassian has a ton of documentation on how to use their native automation tools:

• Create and configure automation in Jira
• Automation Templates for JSM
• Integrate Service Cloud with JSM

If you're looking at 3rd party alternatives, I write a lot of technical guides and documentation for Unito, an Atlassian partner with no-code integrations for JSM, Salesforce and 50+ other connectors. Our app is available on the marketplace here.

You can also read more about Unito's Salesforce connector to see if it matches your needs, or there's this guide on setting up a 2-way integration between Jira Service Management and Salesforce.

Happy to answer any other questions you might have!

[Lisa Forstberg]

Hello @Ross ODonovan

And welcome to the community! I have built a customer portal for a company and we use Assets to hold a customer contact data, customer company data, modules purchased and installed, version of product deployed etc

Having that data automatically linked to the support ticket, gives the agents access to a lot more context about the customer to make better decisions faster. 

Assets is shipped with Jira service management premium. You can build up the data model yourself and maintain  it in Assets OR you can use importer apps to synd the data from your source into Assets and be ale to connect it to the issues.

Example: 

HubSpot Importer for JSM Assets let you create and sync Companies, Contacts, Deals, Products, Quotes, Line Items, Tickets, Users, and Owners in a from the Hubspot CRM to a Hubspot Schema in Jira

Salesforce (CRM) Importer for JSM Assets let you create and sync Accounts, Contacts, Leads, Opportunities, Campaigns, and Partners from your Salesforce instance

The database importer for JSM Assets let you hook assets up to any database

Best of luck!

Lisa