Updating payment status from Salesforce CRM to Jira Service Management

[abhishek_sharma03]

Dear All,

We are working on a use-case where a customer calls through a VOIP system (8x8 Inc), integrated with Jira Service Management (JSM). The agent attending the call needs to verify the customer's payment status—whether payments are up-to-date or delayed—before proceeding with the service request or incident. This payment information is retrieved from Salesforce CRM, which is integrated with JSM.

Can anyone clarify if this payment information can be automatically synced and displayed within JSM, or does the agent need to manually check Salesforce CRM for this information? Any insights on making this process seamless would be appreciated.

BR

Abhishek

[Hakan Bahadir {Pio}]

Hello Abhishek,

If you have JSM Premium or Enterprise then there may be a solution. Our Salesforce (CRM) Importer for JSM Assets application replicates the Salesforce Account (customer) related information from Salesforce to JSM's Assets database periodically. Payment related status could be added to a salesforce custom field for the accounts.

Once the data is available in JSM Assets, you will have the chance to display it to the agent on the ticket view.

We hope this helps.

Regards,

Hakan  

https://marketplace.atlassian.com/apps/1233702/salesforce-crm-importer-for-jsm-assets?hosting=cloud&tab=overview