we solve this challenge by storing information about organizations centrally (e.g. tier, support entitlement, and simple information like address etc.) and then using it in context.
With our app, Crumbs, all your JSM organizations are sync'd into the Crumbs home page where you can centrally manage them. You can define your own fields for capturing information about them (e.g. tier).
Your agents can then:
Hello @Tamara Segers,
Welcome to the Atlassian Community!
When it comes to details about customers and organizations, currently, it’s not possible to add further information about them. On the customers’ page, it will be possible to view their full name and email address and a direct link to open/closed requests.
There are feature requests suggesting improvements for that:
Please, click on vote and also watch the tickets above to receive future updates from our product managers.
Hi Everyone, In this tutorial, we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached. SLA Threshold Trigger The SLA t...
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