Atlassian has launched an exciting new feature for enabling easy access to customer information in Jira Service Management. Customers and organizations will now have dedicated profile pages with comprehensive detail fields. These fields will offer valuable context to agents and can even be used in queues, SLAs, reports, and automation via JQL.
Currently, this feature is available on Premium and Enterprise plans. However, Atlassian plans to make them available on Free and Standard plans at a later date (to be determined).
The new customer service management capabilities offer several practical benefits. Here are just a few examples:
- Improved support for high-tier customers. For example, by utilizing the "Tier" detail field, you can differentiate between customers based on their support levels. This allows you to set shorter SLAs for high-tier customers and direct their requests to a dedicated queue for prioritized and efficient support.
- Tailored support for global operations. For example, the "Region" detail field will be valuable if your organization provides global support. You can create region-specific queues, ensuring customer requests are directed to the appropriate teams based on their location. This localized approach helps improve response times.
- Streamlined account management. For example, when you have dedicated account managers assigned to different customers, the "Account Manager" detail field becomes essential. You can automatically assign the respective account manager to their customers' tickets by leveraging automation. This simplifies the workflow, ensures proper handling of customer relationships, and enables efficient communication between account managers and customers.
Indeed, this is only an initial release, and much more is to come, according to Atlassian. However, the possibilities are substantial, and these early-stage capabilities can already significantly optimize customer support.
