We use Jira for project management, time reporting and ticket management.
Obviously, the service deck app is an important tool for my helpdesk team. We have more than one hundred accounts and most of them are big companies.
Consequently, we have customers from different companies using the customer portal. But we are loosing times on two points due to the customer management.
Creating ticket with the good account
When a customer open an issue through the portal, the account isn't indicated, even if I previously associated the account and the customer on the tempo settings.
How is it possible to do such a things ?
Getting contact info
When a customer open a ticket, we have absolutly no contact info except the mail, by clicking on reporter's link.
On the customer managament screeen, I can't indicate any contact info such as basically a phone number.
Consequently, we need to connect on our CRM to get the contact info. Difficult for me to explain to my CEO why we take Jira rather the CRM's helpddesk tool.
Could you help on those two points making my helpdesk team happy and efficient when getting ticket from the customer portal ?