JIRA Service Desk - Cloud - external DB connection

[Jagdish Lal]

We are in the process of evaluating the JIRA service desk product- cloud version. The business need is to record the name of the requestor (Name/Email/Program information..)  when a ticket is being created.

Our customer/user data is available in an external DB. Will it be possible to connect JIRA Cloud to an external database to pull the customer information

[Angélica Luz]

Hi Jagdish,

On Jira Cloud, it's possible to use add-ons to get information about your customers, for example, to connect with a CRM.

When a customer opens a ticket, it will only be available with their full name and email and currently, Jira does not have the functionality to store additional information.

We have two feature requests suggesting the implementation of such ability:

- https://jira.atlassian.com/browse/JSDCLOUD-3555
- https://jira.atlassian.com/browse/JSDCLOUD-1239

Can you please let us know where are you storing the customer data? Then, we can check if there is a workaround.

Regards,
Angélica