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Service Desk Customer Profile lacking

Marc Turner January 13, 2019

We are having some major issues with Jira Service Desk in its lack of customer functionality. We have 3500+ customers on one project and it is near impossible to manage due to the lack of accessible profile information. 

What, if any, work-arounds have you put in place to better manage customers? 

  • there is no customer import function
  • adding via the customer section of the portal always returns Something has gone wrong with your request. If symptoms persist contact your System Administrator. 
  • there is NO way for a service desk agent to add any customer details to the customer record, even the full name field is locked behind the admin access role
  • clicking a customer email (customer id) redirects to the atlassian profile page but there is no record in that page so its useless. 

The service desk is pretty much useless for fundamental functionality, like customer details (the basis of a service desk). We should be able to add more details to a customer also, like phone and address.

1 comment

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January 14, 2019

Hello Marc,

Since when you click inthe customer mail it redirects you to their Atlassian profile I am assuming you are using cloud. This is important because server/datacenter has some great apps to manage customer functionality.

For Cloud, the things I  have used to have better information of my customer are:

Adding the custom field customer domain, this links the domain of your customers to the issue and you can find all the tickets from the same customers

Using this add-on . It lacks some functionality but it is one of the best alternatives,
and the things they lack I think are because of cloud API, so I hope they get them in the future.

And last, some of the  famous server add-ons for  assets ( which can be used for people as they are assets/resources too) are coming to cloud. 
— OomnitzaDevice42, and Riada (early access). 
Check this blog from Atlassian

P.D. One of the old ways to do this was with a Jira project for customer and having an issue per customer and linking that to the issue, but with +3500 I think that might be too much work for you.




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