JIRA as order administration system (instead of outlook)

[Martin Hedlund]

Hi,
We are today using JIRA in our company for software development and as a raise a ticket system for support issues and it works very good.

We have an order mail were several employees are working within answering requests for  quotations, sending order acknowledgement and having dialouge with both customer and factory. 

Is JIRA a good tool for keeping it all together to have better statistics over open/solved cases / response times etc? 

Requirement is that we need to have one thread against customer and one thread towards factory on the same order and purchase. 

If possible to connect to ERP system Pyramid that would be lovely as we are sending ERP related documents to customer. 

We have no idea if it would work good or not so happy to hear your thoughts and if someone is currently using JIRA for this set up

[Mark Segall]

Hi @Martin Hedlund - Yes JSM could work nicely for your use case.  Depending upon the interaction flow with customer and factory, you could go down a number of avenues for how you would set things up.  Without a full understanding of that interaction, it would be premature to advise on how you would set something like that up.  However, I do feel just about anything is possible.

As for the ERP, I did a quick check of the marketplace for Pyramid and there's unfortunately no results.  However, as long as they have a restful api you can make anything happen.  I would recommend beefing up your JSM licensing to Premium if it isn't set already so that you can leverage Insight for any integration you set up with the ERP.