Customers - more information about contacts and organizations in Service Desk Cloud

[Claus]

Hi,

still testing the Jira Service Desk Cloud Version, is there a way to add some mor inforamtion about customers and contacts?

For now I can only add a company name and a contact with email address - but I need some more information like a phone number... (without using an extra crm addon).

Thanks

Claus

[Manon Soubies-Camy]

Hello @Claus and welcome to Community!

This is not possible with plain Jira Service Desk, there is an open feature request: Ability to store additional information about customers. You can vote for it to show interest and add yourself as a watcher to be updated.

It looks like the add-on Custom User Profiles could do this, but I've never used it so can't tell you more about it.

There could be some free workarounds but not very user-friendly:

• Create a Phone number custom field. You could either fill it manually or using the automation engine (e.g., when an issue is created, if customer = John Doe, then phone number = xxx). It could take quite some time to set up these rules if you have a lot of customers though.
• Create a Jira project where each issue would be a customer. You could then create any custom field you'd need (phone number, etc) and link the Customer issue with the Jira Service Desk one.

Hope this helps,

- Manon