What is the best way to integrate customer profile info within all the JIRA modules?

[Javier Castelblanco Diaz]

Hi,

We are a HR & Payroll software company trying to maximize JIRA by integrating the best way we can, all the modules related to customers (Jira Service Desk, Atlas CRM and Confuence).  

Our main goal is that all our company staff can have quick and easy access thru Jira of all the information related to our customers, and unfortunately we haven't figure yet how to do it. 

Currently, all the information is too difficult to centralized and find it (even something so trivial as a phone number to reach the customer) and I personally attribute it to the way Jira manage customers information.  

Let me talk a little about all the logistic and roles we do with clients and how we currently use JIRA to organize all our processes:

• Customer (Contact person representing a company) signs contract agreement
  • Right now we don't use Atlas CRM to enter all the related info (Contact person, Organization and Sales).
  • However, at this time of the process we find it irrelevant because Atlas CRM doesn't sync with Customer Jira Service Desk (it's sync the other way around; Customer Jira Service Desk syncs with Atlas CRM).   
• Customer starts an implementation process with our Implementation Department
  • Implementation Department creates a Project (Project Type: Software Project) to implement the client's software configuration. 
  • At this point, implementation doesn't enter yet any information related to the client's contact info (Contact person and organization)
  • See the following screenshot to have a better idea:

• Customers starts receiving the service, and contact our offices for software technical issues, payroll taxes services or billing questions. 
  • We have a service desk project type for technical issues and a business project type for payroll taxes services, each with their own staff agents; we don't have any projects for billing questions. See below:

 

• When a client calls for the first time, the technical support team enters the client's email and organization inside the customers option within the Jira Service Desk project. See below:

• Right now the email and the organization is the only info we can save; and is too little information about the person who's calling. See below:

 

• So, when an technical issue ticket is created for that client, the only info we can see in the issue service desk screen provided with the Atlas CRM icon is the email and the issues history of that email.  See below:

• In general, that's the only contact information we can store at the moment from the client, but when we open the Atlas CRM contact profile, we see there is high capacity to store other info that we can't enter from the beginning. See below:

Maybe what I'm trying to accomplish is too complex for JIRA but hope someone can help me find some a solution. 

Thanks inf advance!