Can Jira Service Desk display contact information for customers?

[Damon Gaylor]

How are our agents supposed to contact the reporter via phone if we don't have their phone number?  We are on Cloud and really don't want to have a issue field for phone that users need to populate each time.  This information should be available from logged in users.

Do I have any other options?

[Maarten Arts]

Hi Damon,

We've built Atlas CRM for this exact purpose. It's a CRM built inside Jira (and Confluence) which allows you to save additional information for companies and contacts. Your users can access the information from within a Service Desk requests and start a call right away.

You definitely don't want to use issue fields. Your data will end up scattered throughout issues and keeping everything up-to-date is hardly manageable this way.

Give Atlas CRM a try and contact us if there's anything we can help you with: https://marketplace.atlassian.com/apps/1213313

[Amaresh Ray]

@Damon Gaylor are your reporters internal to your organization (e.g. employees) or are they external?

If it's the latter, I recommend utilizing the CRM integrations that are available for JSD Cloud.

[Jerry Ryan Ishmael]

Jira service desk is not natively well versed as a CRM like salesforce or Zendesk. However if you are a salesforce organisation for example, there are methods to link contact info based on submitters email in JSD using addons. 

[Jack Brickey]

you might consider an addon e.g. enriched-profiles-for-jira-service-desk

Note: I do not use so cannot speak to the effectiveness, value, stability