Overview CRM for JIRA

What is CRM for JIRA?

CRM for JIRA provides a great opportunity to track companies, contacts, goods, etc. You should use these records within JIRA issues.

If you track support issues in JIRA, you could get a statistic through companies or contacts. Although, you can manage SLA's by your clients.

If you manage projects or sales in JIRA, you could get the information about sales by current client or his project history.

And now you can enable a special security level "Reporter's Colleagues", so all people from Reporter's Company will have got access to the issues.

Dictionaries in JIRA

You can track all your clients and contacts in JIRA now. Although, there are next dictionaries: Products, SLA's and Custom Dictionaries. The last one provides a simple track your own records such as: hardware, types of companies, people titles or something like that.

All dictionaries could be defined for your specific requirements. For example, you can add new attributes for company and define look and feel of record cards.

There is a spacial engine which is blocking record duplicates in the dictionaries. This means, when you try to add a new record, the CRM will tell you: "Hey guy, be careful! There are similar records here... look at these."

To find a record you should just start writing. It is simple, like a google search. If you want find records by several conditions you can use attributive search. It doesn't mean how many records do you have, hundreds or thousands. Just start looking..

SLA Management

If you want to do the best support in the word, you should manage and control issue reaction time. There is a powerful SLA custom field where you could define your own rules, time intervals, color schemes of priorities and work time calendars.

But SLA couldn't be linked with a company or contact SLA. You can use common JQL-queries to determine rules. For example, you can set up reaction time depends on issue type or project or something else.

You can control SLA violations by special report on the dashboard. Here you can find who is the most bad or well Assignee.

Security Level by Company

Are you doing support for a many companies? Are there a lot of reporters in these companies? You must separate access to their issues!

To do it just add multiuser picker field in the issue and CRM will be done it. All reporter's colleagues will be filled this field. After that you should add this field in a security scheme to prevent access for other people.

Reporter's colleagues are storing in the company card and when they are changing, issues will be updated automatically.

Customer Satisfaction

Если вы хотите делать лучший саппорт в мире - делайте его вместе с клиентами. С помощью нашего плагина вы можете научить JIRA рассылать после решения запроса анкету для получения от автора обратной связи.

Оценки и комментарии, полученные от автора обращения, сохраняются в задаче и могут быть проанализированы позже.

Для интерактивного мониторинга удовлетворённости ваших клиентов можно вывести на рабочий стол специальный портлет, показывающий метрики удовлетворенности (Customer Satisfaction и Net Promoter Score) по направлениям вашей деятельности.