Atlassian, Blog

Jira Service Management for external customers

Customer and organizational profile pages in Jira Service Management

Atlassian has recently introduced exciting new functionality for external support in Jira Service Management. This update includes customer and organization profile pages with fields that provide agents with contextual information for each case. These fields can be utilized in queues, SLAs, reports, and automation using Jira Query Language (JQL).

Did you know that one out of every four teams is already using Jira Service Management for external support? Customers absolutely love the convenience and effectiveness of support delivered through customized portals, knowledge bases, widgets, and email features. Plus, the platform offers robust workflows, SLAs, automations, and reports, making collaboration between development, operations, and service teams seamless.


The best part? The new customer and organization fields are searchable via JQL, allowing you to create targeted queues, customized SLAs, insightful reports, and efficient automations based on specific customer or organization attributes. From regional queues to tailored SLAs for high-value customers, the possibilities are endless!

This fantastic functionality is available to users on Premium and Enterprise plans. For new projects, the feature is automatically enabled using the customer service management project template. Existing projects can activate it through project settings.

Atlassian has a roadmap for Customer Service Management, and your feedback is vital. Share your insights and actively participate in shaping the future of this functionality. Together, we can make it even better!

Join us at Atlassian Team Tour

And guess what? We are thrilled to announce that Stretch is proudly sponsoring the Atlassian Team Tour in Amsterdam on June 16th. Don’t miss this fantastic opportunity to explore, network, and learn about streamlining customer service. Register now, and let’s meet there!

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