Get CRM Customer Name field on Service Desk request form?

[Brad Hughes]

The customers we have submitting requests into our Jira Service Desk are our internal employees who support our actual customers. That team works with our customer's profiles in Hubspot. We have already installed the CRM Integration with Jira Cloud and I can easily link one of our Hubspot customer profiles to the Jira ticket...

... but what I'd really like to do is to have our employee filling out the service request to enter the name of the external customer (who has a Hubspot profile) along with their service request so that the ticket gets created with that CRM Customer linked to it. Make sense?

Anyone else done something like this?

[Angélica Luz · Accepted solution]

Hello Brad,

Welcome to Atlassian Community!

Reading the details you provided, I understood that you would like to add the add-on's field to the customer portal for the customer to fill. 

If that's the case, I'm afraid it won't be possible because when it comes to add-ons many fields are not available for the customer to see the information in the portal, it will only be available for the internal licensed users.

With that said, there are some features requests suggesting improvements for CRM and custom fields:

• Several custom field types can't be added to a request type
• Basic CRM functionality 
• Ability to store additional information about customers

Please, click on vote and watch to receive updates about the features.

On the first feature, please add a comment with the fields that you would like to be available in the customer portal.

Regards,
Angélica

[Brad Hughes]

Thanks Angelica; voted for the custom field types feature and commented. Thank you!

[Julie d_Antin _Elements_]

Hello @Brad Hughes ,

The team at Elements is currently working on a Cloud version of our app Elements Connect, which allows you to bring external data into Jira. If you'd like to sign up for the beta to get news and be among the first to try to app when its released, head over here:

https://lp.elementsB-apps.com/connect-cloud
 
We also have a webinar planned for February 18 where we'll demonstrate the app with Jira Service Desk. You can sign up here.
 

Laura