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  1. Jira Service Management Data Center
  2. JSDSERVER-1239

Ability to store additional information about customers

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

      At the moment, user properties are the only way to store any additional information about user accounts. In a Service Desk supporting external customers, it would be handy to add profile details to a customer's account / user profile, e.g. their organization, role etc.

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            [JSDSERVER-1239] Ability to store additional information about customers

            Johnny Jenkins added a comment -

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

            Johnny Jenkins added a comment - This and canned responses...baffles me how you can have a service management tool without them

            Fanni Harnócz added a comment -

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

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

            Guillaume Gaudonville added a comment -

            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.

            Guillaume Gaudonville added a comment - 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.

            Jakub Strychowski added a comment -

            This plugin works form me:

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

             

            Jakub Strychowski added a comment - This plugin works form me: https://marketplace.atlassian.com/apps/1223751/customer-details-for-jira-service-management?tab=overview&hosting=cloud  

            eb added a comment -

            i don't believe this not exist, it is a sooo baaasiiic so useful things for agents day-to-day support, any team member can help to tell how to config that please ? 

            eb added a comment - i don't believe this not exist, it is a sooo baaasiiic so useful things for agents day-to-day support, any team member can help to tell how to config that please ? 

            Imane ASSOUD added a comment -

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

            Imane ASSOUD added a comment - + 1 for our company as well, this is much needed!

            Sebastian Weise added a comment -

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

            Sebastian Weise added a comment - And I got stuck at this point too when evaluating the tool for future use.

            Mikael Witt added a comment -

            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

            Mikael Witt added a comment - 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

            Pawel Niemczyk added a comment -

            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. 

            Pawel Niemczyk added a comment - 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. 

            Andreas Spall (evolu.software) added a comment -

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

            Maybe this could help solve your needs.

            Andreas Spall (evolu.software) added a comment - 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.

              Unassigned Unassigned
              dwierzbicka Dobroslawa Wierzbicka (Inactive)
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                Created:
                Updated: