Hi,
I recommend you try our app Customer Details for Jira Service Management. You can find documentation of this app here. With this app not only service agents can collect additional information about customers and organizations. Also, customers can update this data on the customer portal: in dedicated dialog or in their profiles.
If you have any questions or ideas for new features, contact us via our customer portal.

Best regards,

Hi Haley,

It's now possible to view customer details within a support request, with Atlas CRM. Your agents can now see pricing tears without leaving the request. Additionally, you can also see older requests/issues from a customer (I use this one to see questions asked by this customer in the pas), linked pages, sales and comments.

You can contact us directly if you have any other feature requests.

Using Service Desk in conjunction with Atlas CRM syncing does allow us to see the corresponding company/contact under the 'Atlas CRM' section on the right-hand side, but it does not allow us the option to choose additional fields that may be critical to display within these customers' issues.

We have pricing tiers that determine the level of customer support that each of our clients are to receive, so it is critical that our staff can view this either in the issue queue or within the issue itself without having to click on their company and be taken to Atlas CRM to see the necessary additional fields.

Hi Judith,

Atlas CRM makes it possible to connect issues and customers together. But we don't have the option to connect issues to a product.
While it's possible to save information about what product(s) a customer uses, it's not yet possible to use this information to filter issues.

Atlas CRM does make it possible to create different SLA's for different customers, using simple JQL queries such as: company = ACME.
Feel free to send us an email with your exact requirements, so we can see if Atlas CRM is a good solution for your situation.

Find out how you can contact us on this page: https://addons.avisi.com/atlas-crm/documentation/admin+documentation/support/

We have the same issue here - global company with many products and many Service Desks - therefore many projects to manage differing SLAs and reporting requirements.
We want to be able to see multiple tickets either by product, by client or by region/timezone. We are using Cloud, so would Atlas CRM for Jira give us this flexibility or is it just by client?
Any suggestions would be greatly appreciated.

Hi richm@arguscontrols.com, are you Cloud? If you are, Atlas CRM for JIRA might be a good solution for you. It allows you manage customers in JIRA. By linking issues to customers, you can track them on a per company basis.

And for Confluence, we just released Atlas CRM for Confluence. Allowing you to do the same thing with pages. Both add-ons work great together, allowing you to view pages in JIRA and issues in Confluence, via the customer profile.

Check out both add-ons on the Marketplace. And contact us if you need any help.

We require to track issues on a per company basis. Both current or active tickets and closed tickets. Most of the companies sending in tickets have multiple users as well.

As a work around we are using confluence, Jira filters and a custom Company field to do the same thing, it is just a lot of work./

we need to see notes about each customer, so a notes field for each profile would be good, thanks

Hi, this is one the main blockers to us moving to using Jira Service desk. We service a number of customers and in some cases they share information via bug reports that should not be shared with other customers. Also, they want a single view of the current bugs they have raised as a customer and not all bugs raised.
Having Jira service desk would allow us to optimise our workflow around getting R&D support on tickets when at the moment we use another supplier for our help desk and have to double-key tickets that need R&D input into Jira. Weve come across this issue in our evaluation and are really dissapointed to see that this has been in the backlog for a while as it probably means we'll have to wait quite a while before we can move our full bug tracking, traige and development processes onto the atlassian stack.

Hi everyone,

I have been watching this issue for a long time now because we are working on an add-on that touches this subject on many levels.

The add-on already solves some of the issues related to this problem. We are currently gauging interest in this feature so we can decide wether or not we should build a solution.

If you are waiting for a solution to this problem, we would greatly appreciate it if you would fill out this (3 questions) survey: http://addons.avisi.com/form/

Thank you,
Maarten