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Jira Service Desk: Customer Profile/Details


Is there a way of adding details about Customers in Jira Service Desk?

I'm thinking...

- address

- phone number

- business type

- business profile/history

- number of sites

- number of staff

- etc etc



4 answers

1 accepted

0 votes
Answer accepted
Jack Brickey Community Leader Jun 13, 2019

not OOTB. You would need an addon, e.g. enriched-profiles-for-jira-service-desk

Thank You for this.  Is there another plugin available that does the same thing as the above plugin but would not charge so much for a customer base of over 200,000 (customers)

This is almost UNBELIEVABLE. Jira is supposedly the most configurable, extensible app for support but there is NO WAY to store any kind of information about the customers to who you deliver support other than their email address. What a total JOKE!

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Jack Brickey Community Leader Jul 15, 2022

@MrUpsidown , this is a rather dated post. It may be possible to leverage the Insight capabilities that exists in Premium though I have not attempted. 

It's an old post but if I search Google for "JIRA customer profile fields" all what I see is old posts like this one or links to external apps. And not many of them. I am quite new to Jira and my feeling is that too many things depend on external add-ons and that many features require Jira admins to have a very deep knowledge and understanding of how Jira (and Insight) works. Being able to store a customer address or phone number sounds like the most basic thing you could think of regarding customers but it sounds like a difficult task (if even possible) to handle with Jira. I understand there is a learning curve with Jira and that not everything can be stright forward and easy but this, honestly, feels like such a basic thing that I am baffled it doesn't come OOTB.

@Jack Brickey A small update on what I said, and what you mentioned above:

It may be possible to leverage the Insight capabilities that exists in Premium

This indeed seems to be a viable solution. I needed a way to link customers (portal customers) with different sites (physical addresses). I created an Insight object Schema called "Sites" with an Object Type "Customer" which I can link to my customers via a User type field.

I then created a "Sites" custom field of type "Insight objects" on my issues and added a "Filter issue scope (IQL)" with value "Customer = currentUser() or Customer = currentReporter()".

I made this custom field available in the portal which allows customers to be able to reference their own Site(s). By using "or Customer = currentReporter()", it also allows support agents to reference the customer Site(s) (and only their sites) on an issue.

Not the simplest thing but it works for our use case. I had not thought about using Insight for this so thanks for your comment which led me to the right direction.

Edit: It might be worth mentioning that to get the full Site Insight object details in the Jira mobile app, I also needed an Automation rule to copy the Site(s) details from Insight to a standard text field which I named "Customer address" on the issues, when the issue is created, and another rule for when the Sites field value changed . I don't know if there is an easier way...

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There is no such functionality in the native Jira and Jira Service Management. You can add additional custom fields on the request form but it's not comfortable and the usability of this solution is horrible. Especially, if you have a lot of customers, and they create more than one ticket.

To collect information about customers and organization I would like to recommend to try our new app: Customer Details for Jira Service Management. It allows you to design a form in which you define what data do you need. The field values can be provided not only by service agents but also by customers on their profiles.

Hi, I am new here and am evaluating. I would have expected to be able to manage customers and contact data out-of-the-box in a reasonable way.
Now a year has passed since this request - is there anything new?
New features or new apps?
Thank you very much for your help.

Jack Brickey Community Leader Oct 31, 2021

Lots of new features have been added but not “customer profiles”.

Thanks for this fast feedback.

How are large companies dealing with this? They won't be able to cope with two fields for name and email for contacts. Do these companies then develop their own extensions? Or are there more apps like the "Customer Details for Jira Service Management" from Appsvio.

Nigel Rochford Marketplace Partner Nov 17, 2021

I'm a little late to the party, but our app solves the challenge in capturing information about organisations centrally. We don't yet have a feature to do this for individual users - we focus on companies. 

Essentially, you can capture info in your own custom fields and then show them in context via an issue glance.

Thank you VERY much! :-)

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