Product Limitations or the way we have implemented Jira

[Simon Le Voi]

Having just joined the team my new company we are using Jira and we are struggling with some of the features and what I want to understand if this a limitation of Jira or we have just not implemented it correctly/using it correctly:

• Lack of reporting tools to analyse tickets at an Organisational level, build backlog reports
• No Extra fields for the Organisation to enable integration with NetSuite, Hubspot etc
• No custom fields for the Organisations (license expiry, contacts by role, used product, applied distinct SLA)
• No way to receive tickets to Jira for unregistered clients' contacts
• Poor functionality of incoming Mail Handler service - results in duplicating of tickets
• No built-in email announcements/response management functionality, have to use Hubspot, results in sending to emails to wrong focus groups
• Priority and Resolution field configuration- global setting affecting all projects

I would be grateful to get views on this please, 

thanks

[Em_So]

No Extra fields for the Organisation to enable integration with NetSuite, Hubspot etc

The only integration which you can find on the Atlassian Marketplace is our app: HubSpot CRM Integration for Jira cloud. With this app, you can display on issue data about reporter collected in HubSpot without switching between both tools: Jira and HubSpot. In the global configuration in Jira, you have to define which fields from HubSpot you want to present on the ticket.

Cheers,

Emma Sophie Jones

[Zoryana Bohutska _SaaSJet_]

Hi @Simon Le Voi 

For SLA, you can use a build-in SLA setting in Jira Service Management. For reporting, you can try default and custom reports. 

For additional possibilities, Jira`s users search at Atlassian Marketplace.

Regards

[Em_So]

Hi!

Lack of reporting tools to analyse tickets at an Organisational level, build backlog reports

Reports are available under every service project. Isn't enough for your case?

No Extra fields for the Organisation to enable integration with NetSuite, Hubspot etc

Look at the Atlassian Marketplace to find some app for integrations. For example, I see something like this.

No custom fields for the Organisations (license expiry, contacts by role, used product, applied distinct SLA)

You can use our app Customer Details for Jira Service Management. It allows collecting data about your Customers and organizations. Natively in JSM you don't find such a feature.

[Simon Le Voi]

thanks Em_So