This and canned responses...baffles me how you can have a service management tool without them

In our business, it would also be useful to be able to record the level of service to which a client is entitled

We workarounded this limitation by using insight object to store customers and organizations however it has some drawbacks:

• customer within an organization do not automatically get access to the organization's issues. Automation rules to automatically create organization from insight object creation and associate customers to this organization is required
• it requires premium account.

This plugin works form me:

https://marketplace.atlassian.com/apps/1223751/customer-details-for-jira-service-management?tab=overview&hosting=cloud

+ 1 for our company as well, this is much needed!

And I got stuck at this point too when evaluating the tool for future use.

I really do not understand how this can be, this should be part of a very basic requirement list when creating a ticketing/support system of any kind.

Without the capability, we will not be able to use the product and it seems that a lot of companies are in the same situation here just reading the thread. The date on this issue shows one of two things, either the function is so badly designed from the beginning that is is extremely hard to fix, or Atlassian do not understand how important this issue is for a working support organization that is not only supplying light support to end-users only.

The effect is that we might need to look at changing the whole Atlassian suite as we are looking for the tight integration between the "service desk" and internal ticketing and development. This would mean that we need to exchange both Jira and Confluence as well. We are not a big company, so I understand that this fact in itself is not an issue for Atlassian, but I would think that other companies would have to make the same kind of decision. Could I get some kind of product management feedback on this issue please?

Best regards

/Micke

Trialed this now for a while and only realised when working on an actual scenario that I cannot add user details. This makes the whole product useless in any servicedesk scenario. Will have to settle for another product. 

A few weeks ago we implemented the functionality based on customer requests in Metadata for Jira so that:

• agents can add metadata to customers.
  https://aevolu.atlassian.net/wiki/spaces/JM/pages/592609298/How-to+Agents+can+change+Metadata+of+Customers
• customers can edit some of their metadata themselves.
  https://aevolu.atlassian.net/wiki/spaces/JM/pages/592936969/How-to+Customer+can+change+own+Metadata

Maybe this could help solve your needs.

Our company also needs customer information to maintain applications. Information about the client (organization) should be part of the basic functionality.

+ Our company is also in need

This is the sole reason that we as a company opted for zendesk. We have to store a lot of technical information about our clients and so service desk is completely useless without this functionality for us. It's a great shame as we use the rest of the Atlassian suite for all other business/software operations. I hope they add this in the future, but looking at the OP date doesn't fill me with much confidence. 

agreed that this seems like basic functionality for a service desk software - has this been added in any newer releases? 

The lack of attention on a issue like this really sets what kind of ticketing application JSD is. No need to look any Gartner quadrant.

Also, in case of an IT Helpdesk the currently used version of the product at customer's site (based on Jira Fix Version) could be a nice option.

+ 1, we need this

+1, please add this functionality to product.

Would be nice to click on the customer name and fetch all related details including all his/her raised tickets and their statuses, etc...

Such history would help agents check the customer's requests faster and do the necessary.

The first comment about this "feature  request"  --> 08/Dec/2014

Adding  custom fields fro the Organization will be very welcome....
The same applies to the User Profile.

+1

I would agree with comments above, this is a pretty basic requirement for a tool of this type. Only after migrating did I find some of these basic missing features

Why include it as core funcitonality (even basic information should be included, and lets not get started on how unfinished aspects of JSD are) when they can generate income for add-on developers and avoid work themselves?

JSD is a little disaster. I took the worst decision to choose this platform, and now it's late. 

To add some fieds about customers it's so basic that nobody believes that Jira Service Desk doesn't have it. But, SURPRISE!!! Nothing. You must manage a big list os customers to support by the e-mail and a name. Nothing more... no phone, or other information.

AT SAME TIME YOU CAN COMMENT, REQUEST FOR NEW FEATURES, IN ATLASSIAN SERVICE DESK (HERE), you can make a party or write whatever you want in this page AND THEY WILL IGNORE YOU COMPLETLY. At Same time they will be doing Summits basically saying they are the best. 

C'MON Atlassian team, this thing that everybody in this page is asking for its basic and mandatory. 

@Nth Technologies - We're using User Profiles for JIRA to accomplish this and have been very pleased.

Will this feature be added? If not our company will require to explorer another product as this is an absolute requirement.

A basic requirement of a Service Desk tool to capture user meta data and load enmasse. How else will an agent know how to contact a user. Can be captured in portal to issue but compromises user experience and therefore adoption of self serve.

+1 ...  Custom fields feature for Organizations should resolve all ... at once.

When open (read) a ticket to see the customer, we can see the Organization, and clicking... the organizations details (custom fields). 

We would like to add an address to customers, so we can filter on issues per country.
How can we achieve this?

+1 Seems like a plainly obvious to accompany Organisations with contact details.  

+1 for this feature. It should be a generic approach for adding properties.

This is very critical information for people working on Service Desk as well as for the whole company utilizing service desk data on different applications and reports. Organization feature helped us a bit but we still need integration with CRM system to identify calling or emailing customer.

At least the following information would be required in organization level

• Company name
• Company address(including country)
• Phone number
• Email address

Customer should have at least the following

• email address
• phone number/s
• role in the company

Thanks, Tim! I will try this workaround, although adding this as proper functionality to JIRA Service Desk would be best.

This is our workaround: Finally, a use for those JIRA user properties

With JIRA Command Line Interface you can bulk update the user properties.

This is critical functionality in a Service Desk application. We need to have a system where our support agents easily can look up key information on customers like:

• Company name
• Phone number
• Email address
• Role

In particular the phone number is key here. As it is right now a support agent has to open a different application every time she wants to to contact a customer.

It's been 6 months, and this isn't on the roadmap. It should get there, because customer management in SD is currently pretty bad.

This is a must for ourselves (and many others I imagine). Would provide us with greater visibility of the tickets that come in, I'm surprised this hasn't been implemented already.

This needs to be done urgently. We are currently moving over to JIRA as our development team use it. I have never seen service desk software that doesn't let you enter additional information against a customer.

I would also like to see this. It makes it easier for an agent to quickly look up a customers number and give them a call. Be nice if the customer could edit this details too.

thanks.

Hi, thanks for opening this. At the moment, service desk agents cannot attach info to an existing customer. More examples include purchase history, additional contact details etc. - stuff that would persist and would be seen easily in all future tickets.