Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
What is customer service management?
To use this feature, turn on Customer and organization profiles on the Features page in Project settings.
The customer service management feature gives agents the visibility and context they need into customers to make important decisions. Dedicated profile pages containing detailed information for each organization and customer allow teams to easily create and modify queues and SLAs specific to their needs by creating more informed JQL queries. This gives agents the flexibility and power to see important information and context where it’s needed.
Enhanced customer understanding
Customer context is critical because it allows support teams to understand the unique needs and concerns of each individual customer. This understanding enables support teams to provide more personalized and effective assistance.
Enabling customer service management adds to the existing customer overview page by creating a unique profile page for each customer. Custom detail fields can be created and added by admins and those details can be populated by agents.
Learn how to manage customer detail fields
Visualize all of your organizations
When the customer service management feature is enabled, organizational overview pages are created for each organization. The organizational overview page displays a list of every organization in a project, its domain, and links to any requests associated with that organization. This overview page elevates the visibility of all customer organizations allowing admins to search, filter, and edit organizational details faster. Selecting an organization will open a details page that contains editable information about the organization and a list of customers within that organization.
Admins can add and edit the types of detail fields that are displayed in the organization details page, and agents can edit the text in those fields.
Learn how to manage organization detail fields
Query detail fields with Jira Query Language
Customer and organization detail fields can be queried with Jira Query Language (JQL). You can use these queries to create queues, set SLAs, generate reports and configure automations.
Learn more about Jira Query Language
Customer JQL functions
Syntax: customerDetail( )
Supported fields: Assignee, Reporter, Voter, Watcher, custom fields of type User
Supported operators: IN , NOT IN
Unsupported operators: = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN , WAS NOT IN, WAS NOT , CHANGED
Examples
Create a queue for all requests reported by customers in the APAC region:
reporter in customerDetail("Region", "APAC")Create a queue for all requests reported by customers who are not technical contacts
reporter not in customerDetail("Role", "Technical Contact")
Organization JQL functions
Syntax: organizationDetail( )
Supported fields: Organizations
Supported operators: IN , NOT IN
Unsupported operators: = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN , WAS NOT IN, WAS NOT , CHANGED
Examples
Create a queue for all requests shared with organizations in the APAC region:
organizations in organizationDetail("Region", "APAC")Create a queue for all requests shared with organizations that are not in a platinum support level
organizations not in organizationDetail("Support level", "Platinum")
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