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Manage customer detail fields

To use this feature, turn on Customer and organization profiles on the Features page in Project settings.

To offer seamless customer service, it is important that your team has quick access to the key details of every customer.

Organization admins and site admins in Jira Service Management can create customer detail fields that agents can fill in later to maintain important information about all your customers.

Create customer detail fields

When you create a field, it will be displayed for all customer profiles in Jira Service Management and not just the current project.

To add detail fields:

  1. From your service project, go to Customers.

  2. Select the name of any customer.

  3. Select Customer actions (•••), then Manage detail fields.

  4. Select Create field to create a new detail field.

  5. Enter a label that describes the detail you want to capture. (for example, “Address” or “Phone”).

  6. Select a type for the detail field:

    • Text for plain text

    • Single-select dropdown to select one value from given options

    • Multi-select dropdown to select multiple values from given options

    • Email to add email address

    • URL to add web links

    • Date to add a date

    • Number to add a numerical value

    • Phone number to add a contact number

You can add a maximum of 50 detail fields.

Edit customer detail fields

While editing customer detail fields, you can modify only its label. Currently, changing type for an existing field is not supported.

To edit detail fields:

  1. From your service project, go to Customers.

  2. Select the name of any customer.

  3. Select Customer actions (•••), then Edit details.

  4. Select More (•••) next to the field you want to edit, then Edit field.

  5. Modify the label for the detail field.

Any changes you make to the detail fields will be displayed for all customers in Jira Service Management and not just the current project.

Delete customer detail fields

Any fields that are deleted will be removed from all customer profiles in Jira Service Management and not just the current project.

To delete detail fields:

  1. From your service project, go to Customers.

  2. Select the name of any customer.

  3. Select Customer actions (•••), then Edit details.

  4. Select More (•••) next to the field you want to delete, then Delete field.

The field and all its associated data will be removed from Jira Service Management.

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