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customer

add organizations: how can I add a support tariff to a customer?

2 answers

0 votes

Hi Tamara,

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:

  • see linked Crumbs organizations in the Jira issue (with JSM, Crumbs automatically links them) along with the information you'd like to see in context - this is shown in an issue glance on the right hand side of the issue
  • use the field info through JQL in automation, definition of SLAs, and general searches - e.g. Customer.Tier = X.

Try it out here: https://marketplace.atlassian.com/apps/1222515/crumbs-customer-information-in-jira?hosting=cloud&tab=overview

Cheers,

Nigel

0 votes

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.

Kind regards,
Angélica

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